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If you’ve been involved in delivering constituent services, you know the gap between what your systems can do and what your constituents expect.
When you think about the people your agency serves, it’s important to remember that they are also consumers in every other part of their lives. As such, they’ve grown used to the convenience, personalization and responsiveness provided by leading private sector brands, and they now expect the same experience from federal agencies.
They want accurate answers delivered quickly and the flexibility to connect in the ways that work best for them—whether that’s online, over the phone or through mobile channels. They expect service experts that recognize them, recall past interactions and carry information forward so they don’t have to start over or repeat the same details each time they reach out. This kind of personalized experience has become the standard. Agencies that fall short risk frustrating the people they serve, reducing satisfaction and weakening the trust that is essential to their missions.
