Governments continue to pursue both providing high-quality delivery of services to users of government services and striving to meet rising public expectation. To do so, government agencies can modernize service delivery as well as the underlying technology, which can unlock a set of compound wins.
Customer experience can be critical to public trust and confidence because it can focus attention on service delivery that is seamless, simple, secure, and equitable. Satisfied customers are nine times more likely to agree that government agencies achieve their mission and nine times more likely to trust the agency providing good service. At the same time, government employees want to work in agencies where they can deliver on agency missions and where customers are satisfied. In agencies with satisfied customers, there is a 40 percent increase in employee satisfaction over two years, underscoring the bidirectional value of positive customer experience for government employees and customers alike.
