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VideoPodcast: Megatrend: Improving the Constituent Experience
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Government Impact
In the latest episode of Weaver: Government Impact, host Todd Hoffman, along with Weaver’s Brett Nabors, partner, IT Advisory, and Morgan Page, partner-in-charge, Digital Transformation and Automation, discuss the constituent experience in government services. This episode offers valuable insights into how governments can better meet the evolving expectations of their constituents, leveraging technology and innovative processes to create more efficient and user-friendly services.
Key Points:
- Prioritizing current constituent needs on government websites ensures direct and efficient support, which enhances the digital experience
- Interagency data sharing and collaboration creates a unified and seamless experience for constituents across different government services
- Balancing automated digital solutions with human-centric processes caters to diverse constituent preferences and improves service accessibility and satisfaction
This episode focuses on the transformation of constituent experiences in government services. Brett discusses the heightened expectations of constituents, influenced by private sector advancements. The conversation also covers the importance of knowing the constituents through digital interfaces like apps and effective interagency collaboration. This holistic approach ensures a more personalized and efficient service delivery.
“So there’s an expectation these days of when I communicate with you that you have some either historical understanding of transactions we’ve done in the past … and you should be able to pull information,” Morgan said. “Why do I have to fill out that I live in the same place I’ve lived for the past 30 years? You should already have that. And so some of that may include an investment component because you may not … have the capability to surface that information as quickly as you need. You may not have the data architecture structured where there is a single point.” This emphasizes the need for investment to go toward infrastructure that allows constituent information to surface in a more efficient manner when needed.
Subscribe and listen to future episodes of Weaver: Government Impact on Apple Podcasts or Spotify.
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Listen to the next episode at the link below:
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