The government customer experience includes the interactions and overall satisfaction that the public has when engaging with a government organization and its services. It encompasses all touchpoints and engagement channels, including in-person, web, mobile, phone, and other communication channels. The experience usesAI in government workflows for the public and for caseworkers.

The government customer experience plays an essential role in fostering constituent trust, satisfaction, and engagement with government services and programs. By prioritizing the needs and preferences of constituents, governments can deliver more effective services that meet the expectations of their constituents.

According toresearch, transparency, ease, and accessibility are top factors in building constituent trust in government. Governments can improve the customer experience by making processes and services easy to understand and efficient and convenient to access. Personalizing services and interactions as well as increasing responsiveness are other ways in which governments can improve the customer experience.

There are many benefits to digital government software. Government digital software can help government organizations modernize the customer experience by meeting constituents on their preferred channels. Digital government software can help constituents access information anytime, anywhere with on intuitive and security-enabled portals as well as improve high touch service experiences by empowering contact center agents with a single view of the constituent and related insights.