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Citizen Service

Frictionless Citizen Experiences
for ALL people

Citizen services that restore faith in Government

Human centered service for ALL
people without friction

The pandemic has spurred a revolution in government service delivery. Agencies no longer have the luxury of aspiring to meet the service expectations of their citizens someday in the future. The time to change is now. A decade’s worth of technology and lifestyle changes, that have transformed consumer expectations, are poised for government adoption today.

To begin, agencies must get in sync with what people need, want—and how they live. A profound shift is underway: from isolated transactions and agency silos to holistic experiences and clear outcomes.

Making this shift goes beyond portals, digitizing transactions and tweaking touchpoints. It is experience led. It takes transforming strategies, systems, processes, and technologies to deliver consistent experiences regardless of the channel. Because the future of citizen service delivery is driving outcomes, and outcomes hinge on experience. Relevant. Responsive. Easy. Fast.

21st Century Citizen Service

Build Citizen Intimacy - Citizen
Relationship Mapping

There is only one reason relationships fail – unmet expectations!
Your first step is understanding who your citizens are, what they
want from government services and how they want it.

VIDEO

Citizen Services - Citizen Journey mapping

Citizen Service Assessment

Services requires a thoughtful assessment that involves conversation with real citizens
and other stakeholders who interact with government services. Only with this insight
should you begin to make changes.

Citizen Focused
Experience

Application from child support starts with citizens data from department of public safety so that applications are faster and benefits arrives faster.

Government Services Anywhere

Government services available everywhere, citizens can apply for child care benefits at the daycare.

Citizen > Government agency

“Most people interact with governmental services at a high stress moments, the experience needs to focus on the citizen outcomes not the agency.”

— Amas Tenumah, Founder Better Xperience Group

Advance with innovation

Citizens demand their public services to be on par with private sector experiences. Here is an
insight into how private sector leaders are thinking about experience.

0 %

of CEOs said their company will fundamentally change the way it engages and
interacts with its customers.

0 %

leading companies said they were very confident about their ability to link their CX
innovations to actual business results

Continuous Innovation

You need a partner to not only get you started on the journey but to keep innovating.
We can help!

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Oklahoma Reimagines Support Center

The Oklahoma DHS needed our help to rethink their contact centers.

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Start for free

Starts with a free self assessment.
Enter your Email for free assessment

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