Dan Davis, area vice president for federal civilian sales at Salesforce (NYSE: CRM), has said delivering a seamless service to citizens calls for federal agencies to establish an “omni-channel experience that protects existing agency investments and simply meets agency customers where they are.”
In order to improve customer engagement, Davis noted that agencies should empower their personnel by creating “a new level of collaboration and business process optimization resulting in less frustration for government employees.”
“Empowering employees to deliver a better user experience requires an investment of resources and ongoing support from leadership,” he wrote.
“Agency leadership can send a clear message that improving overall customer centricity is not just an IT objective or from one specific line of business, but rather a top priority for every stakeholder.”
Davis described customer engagement as a team sport, which requires the active involvement of IT personnel, systems integrators, procurement staff, systems security and other stakeholders.
He also discussed how the Department of Agriculture facilitates the delivery of services through its Farmers.gov website.