Citizens' experience with government services is often "underwhelming," leaving them lacking confidence and trust. Government CIOs leading digital transformation need to establish a citizen experience program with an outside-in approach that meets citizen expectations of digital government services.
- Future State
- Have the Chief CX Officer Lead the CX Program
- Use an Outside-in Approach to Establishing a Vision for Digital Services
- Use CX-Focused Digital Government Metrics to Measure the Impact of Digital Services
- Use Customer Journey Maps to Evaluate the Scope of Service Delivery
- Use Human-Centered Design Principles to Guide the Solution Design Process
- Take a 360-Degree View of the Citizen and Speak With a Single Voice for Service Delivery
- Use Controlled Experimentation to Develop Digital Services
- Current State
- Gap Analysis and Interdependencies
- Migration Plan
- Higher Priority
- Medium Priority
- Lower Priority
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