Gartner Research

Put Citizen Experience at the Center of Your Operations by Developing a Citizen Engagement Hub

Published: 05 April 2017

ID: G00320092

Analyst(s): Bill Finnerty


The future of citizen experience requires a full, 360-degree view of interactions with each citizen. Government CIOs should develop a citizen engagement hub to capture, measure and improve the experience in all user interactions.

Table Of Contents
  • Key Challenges



  • Build the Business Case for a Citizen Engagement Hub
  • Prepare the Organization for the Change Necessary to Grow the Culture of CX Management and Implement the CEH
  • Create an IT Roadmap for the Citizen Engagement Hub

Case Study

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