A High Cost of Poor Citizen Service

Government needs to improve its customer service experience to meet rising expectations and to fulfill its mission. Of the 325 federal mobile apps currently available, only 5% of citizens actually use them and close to 60% of citizens would rather pick up the phone than deal with government websites. Agency efforts to ‘go digital’ must be driven not only by technology, but also by an acute understanding of the processes, needs, and desires of citizens and public servants.

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