Factors driving digital customer experience in government

Government agencies interact with millions of people each day, providing vital services in the moments that matter to citizens. As government agencies work to improve customer experience, and in turn build trust in government, there are several factors that they must consider to improve the digital customer experience holistically.

Learn about five key factors driving customer experience action plans, especially for those agencies considered High Impact Service Providers (HISPs).

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  • Learn factors driving customer experience improvement including the citizen age continuum and the need for secure data sharing
  • See how these factors impact customer service metrics including effectiveness, speed/efficiency, ease/simplicity, helpfulness, and equity/transparency

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