Digital Transformation Puts Customer Experience Front and Center

Abstract

To better understand how agencies are looking to provide better CX, GovLoop partnered with AppDynamics to survey more than 100 public-sector employees, the majority of whom (69%) work in state and local governments. We found that employees value digital services and expect them to become more important, particularly if they are cloud-based and easy to use. Moreover, survey participants expect digital services to drive CX, which itself is becoming more important.