Leveraging Emerging Technologies to Transform the Citizen Experience

Abstract

People rely on the government to deliver vital services and information that impact the quality of their lives and economic well-being. Increasingly, they expect to be able to interact with the government as conveniently and easily as they do with their favorite commercial brands and service providers. Delivering a customer experience that meets or exceeds expectations is essential to building trust in the government and is equally vital to delivering critical outcomes. If people�s experience with government consistently meets or exceeds their expectations, their trust in government will grow.