Tag Archives: customer experience

Peter Durand, vice president of public sector at Acquia, said adopting cloud-based technologies could help government agencies securely facilitate interactions with citizens and manage applications in the cloud.

Tahera Zamanzada, director of digital strategy for the global public sector at Salesforce (NYSE: CRM), said the COVID-19 pandemic has prompted government agencies to advance digital transformation and deliver better customer service through the adoption of cloud platforms.

Russell Brodsky, director of government sales at Nuance (Nasdaq: NUAN), said adopting biometric-based authentication systems and engagement technologies could help agencies offer a seamless and secure experience for citizens.

Habib Hourani, a solutions engineer at San Francisco-based identity management services provider Okta (Nasdaq: OKTA), said having deeper insights into employees and citizens could help agencies achieve frictionless and secure authentication and improve customer experience.

David York, senior vice president of the U.S. public sector at Genesys, said implementing cloud platforms and artificial intelligence could help government agencies improve the customer experience even in a crisis like the COVID-19 pandemic.

Jonathan Alboum, principal digital strategist for the federal government at ServiceNow (NYSE: NOW), said  digitizing workflows could help government agencies enable their employees deliver seamless customer experiences to citizens during a crisis. “It’s important to digitize office workflows ahead of time so that those processes can seamlessly transition to telework environments when a crisis hits,” Alboum wrote.

Jonathan Benett, technical director of digital government solutions at Adobe (Nasdaq: ADBE), said the COVID-19 pandemic has highlighted the need for agencies to implement a digital-first mindset. “Such an approach puts the needs of customers at the heart of everything an agency does, and that includes supporting the employees who serve citizens, partners and other government constituents,” Benett wrote.

The General Services Administration and the Department of Housing and Urban Development have awarded contracts to Booz Allen Hamilton (NYSE: BAH) and Systems Engineering Solutions to support the second phase of HUD’s information technology modernization through the Centers of Excellence program.

Jenny Berarducci, regional vice president of customer success at Salesforce (NYSE: CRM), has said a cloud-based tool provides government agencies the capability to improve the customer experience and earn the public’s trust, which is key to any mission. Berarducci wrote about the need for agencies to implement a flexible technology that could enable them to meet current and future needs.

Darryl Peek, senior manager of global government solutions at Salesforce's (NYSE: CRM) public sector, has said agencies seeking to enhance the customer experience and come up with a customer-centric strategy should start with elevating the employee experience. Peek wrote that "organizations must focus on empowering employees — and they can do so by delivering tools that unlock efficiency, increase transparency and strengthen culture on the cloud."