Digital Services Are Getting Better – But Are They Good Enough?

April 24, 2019 Scott Cade

The recent Citizen Experience survey completed by CDG on behalf of Conduent gave us some great insights, including one particular number that should have governments overjoyed: 62% of respondents said that government online services are easier to use today than they were three years ago.

Over the years, government agencies have done a great deal to make services easier to obtain. Offering the option for individuals to access services by phone instead of in person was a big change for many; after that, allowing self-service through Interactive Voice Response (IVR) around the clock enabled people to access government services on their own schedules.

But the pace of progress has sped up, and now, agencies are challenged to keep up with businesses that have fully leveraged the internet to provide to provide clients and customers with access to information at time and means of their choosing. Phone and web access is no longer enough for services that some individuals need to access on-the-go through their mobile devices.

So not only are government agencies faced with the existing challenge of staying within budget constraints, but they’re doing so while working to enhance online services to cater to an increasingly tech-savvy population.

Efforts to improve government digital services are paying off, but those who grow complacent could get left behind.

In addition to increasing access, agencies need to keep security in mind. While the unfortunate prevalence of data security breaches may hinder some efforts to accelerate the adoption and use of government online services, that’s no reason for government organizations to stop pursuing digital solutions. Ensuring secure processes and protecting sensitive data requires a careful selection of technology platforms and tools — so governments can deliver intuitive digital services while maintaining proper and adequate data protection.

The vast majority of your citizens expect to interact with government organizations online in the future. And they’re only going to get more tech-savvy from here. Make sure you have the proper tools, solutions and partnerships in place to rise to the occasion and deliver on the promise of digital.

It’s this kind of interaction and functionality that is vital for delivering services to digitally-savvy citizens. Some states have taken different approaches and initiatives in their attempts to enhance government online services, including:

  • “One-stop” sites, where citizens can find services and conduct transactions for multiple programs through a single portal
  • Web-to-mobile features, so citizens can interact with agencies seamlessly across digital devices
  • Increased marketing efforts, done to raise awareness of new digital offerings

For more interpretations of the findings of the Citizen Experience survey, take a look at our recently released ebook, Citizen Expectations in the Digital Age.

About the Author

Vice President, Child Support Solutions

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