Transforming Citizen Support

Technological advancements and increasingly convenient interactions in the private sector have raised citizens' expectations when engaging with government agencies. Like with the private sector, citizens expect fast and efficient service delivered through user-friendly channels and platforms.

The question government leaders are asking is, “where do we start?”

This is what we explore in this paper through a TP Business Insights Lab survey featuring 1000+ US citizens. How can utilizing automation and focusing on the citizens’ preferred channels help improve government service levels and citizen experience? This paper also gives insight into the steps the government can take to improve its citizen experience based on their honest feedback.