Agencies have made significant progress in improving interactions with their citizen customers by modernizing their infrastructure, moving to the cloud, using agile digital services and emerging technologies on the front end and capturing and analyzing the data on the backend.
There is still work to be done, however, and the 21st Century IDEA Act -- passed as part of the 2018 NDAA -- has added new priorities for improving and expanding the types of services that agencies offer. Several recent polls and studies have shown that fast and reliable service is an important ingredient in building trust between agencies and their customers. And challenges persist with the digital transformation process, accepting electronic signatures, and delivering self-service options to citizens' mobile devices.
At this event, experts from government and industry explored the evolution of federal agencies' relationships with digital citizens and how technology can help improve and expand that engagement.
Topics addressed include:
- Speeding the digital transformation process
- Managing and mining the data from citizen interactions to improve service
- Automation's role in improving the citizen experience
- Integrating siloed services into more-flexible digital platforms
- Securing the transactions and data from digital interactions
- Making all websites and forms accessible
- Shared digital services and interagency resources
- How to gather and incorporate feedback from the users