“Agencies should leverage technology to transform user experiences and meet citizen needs, especially in emergencies such as the coronavirus pandemic, which emphasized citizen preference for app-driven and digital-centric interactions,” Bova wrote.
She said agencies seeking to improve customer experience should determine how they can implement the digital-first approach being implemented by the private sector, identify the problems they are trying to solve and ask frontline employees about potential changes that could help them quickly perform their tasks in a more efficient manner.
“That might involve breaking down barriers between offices or agencies so that citizens and employees can have a seamless experience, or leveraging chatbots for simple, high-volume requests online,” she added.
Bova talked about how the COVID-19 pandemic highlighted the importance of public-private partnerships in eliminating barriers and expediting the development of platforms both in domestic and international scenes.
She also cited how the New Mexico Department of Workforce Solutions responds to large volume of calls from citizens who need information about pandemic unemployment assistance using the Salesforce platform.
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