A modern, secure, analytical and responsive digital citizen experience means every government-citizen interaction should measure up to the service provided in the private sector. With more Americans going online through omnichannel to access everyday services, the need for interactive digital interfaces has never been greater for government. While creating an accessible and personalized experience for every citizen is a critical component of improving the overall citizen experience, a core dimension of CX is often overlooked: cybersecurity. Watch the recording of this digital viewcast to see federal customer experience experts discuss the importance of PII data security and protection as part of the CX journey, as well as provide key considerations for agencies when it comes to securing the citizen experience, including:
- Protect the personal data captured with every interaction – online, offline and anonymous – and apply machine learning to generate insights and personalize interactions across channels in real time at scale.
- Utilize a single, integrated platform that is built with security in mind from the ground up and consistently updated to mitigate vulnerabilities and ensure security.
- Consider the information security vulnerabilities of commercial platforms by using resources like the Common Vulnerabilities and Exposures (CVE) system—an official listing of publicly known information security vulnerabilities and exposures associated with software products.
- Plan to attend this event if you want to learn more about how the federal government can provide more efficient and secure experiences though improved digital services. While a sizable majority of CX improvement efforts will focus on the overall usability of federal websites, security will continue to be the single most important factor for agencies to keep in mind.
