Customer’s expectations of how they want to engage with government services continue to shift towards a preference for digital interactions. Agencies need to understand how their website meets customer needs — does it have the right information; is it easy to get what they need; is it easy to navigate? Customer feedback lets you know whether you’re delivering excellent experiences to support this digital transformation and reduce the cost to serve by maximizing channel shift and customer self-service.
The Digital Modernization Package allows you to collect feedback to prioritize improvements. As customers share their in-the-moment feedback, you can immediately identify pain points and fix them fast. Whether inadequate content, broken workflows, or missing online support, organizations can gain clarity into the “why” behind online behaviors and deliver the best experiences for different consumer segments quickly.