US consumers are accustomed to digitized and personalized service experiences, but many government agencies have yet to modernize their systems. In a survey of 30,000 Americans, senior partner Erez Eizenman and colleagues find that although many agencies focus on boosting staff levels at call centers, consumers strongly favor digital or self-service options for online applications and electronic payment methods, for example.
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A bar graph shows respondents’ preferred solutions for improving customer experience with federal government services. Respondents’ top 3 choices are indicated by percentage for each solution. From highest ranking to lowest, respondents ranked online applications at 47%, electronic-payment options at 34%, single sign-on at 30%, automated status updates at 29%, callback options at 28%, benefits wizard at 25%, digital ID verification at 22%, flexible fees and payment support at 20%, examples of successful applications for reference at 20%, extended phone line hours at 18%, in-person support through community organizations at 13%, and multilingual resources and translator support at 9%.
Source: 2023 McKinsey Federal CX Benchmark Survey.
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To read the article, see “Great expectations: How US government agencies can meet public demand for better service,” December 5, 2023.