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Granicus’ Bonnye Hart: Journey Mapping Could Help Agencies Enhance Citizen Experience

Bonnye Hart

Bonnye Hart, senior director of customer success and digital engagement services at Granicus, has said mapping the citizen journey could help government agencies identify the needs and motivations of citizens as well as opportunities on how to build up the experience.

Hart wrote that there are three steps to creating a citizen journey map and one of those is determining the front desk employees and the departments that interact with citizens on a daily basis.

The next step calls for agencies to collect data on citizen connections and some of the platforms that could be explored include websites; social media; focus groups and surveys; and test runs.

Following data collection, common themes and other findings should be presented to agency leaders in order to seek support for initiatives that aim to enhance the citizen experience, she wrote.

Hart noted that expectations of citizens are evolving that is why it is “mandatory for increasing relevance and engaging citizens for the long term.”

“Citizen mapping is one of the best ways to identify where to invest your time and energy so that you’re meeting expectations for a modern digital experience,” she added.

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