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The Building Blocks of Trust

Federal Websites and Customer Experience

Between January and March of 2023 alone, there were 5.33 billion visits to federal websites, ranging from tracking USPS packages to accessing the Veterans Affairs online portal to researching financial aid.

Agencies know their websites serve a core function for the public to both access their services and understand their mission. They also know that both citizens and employees expect a smooth experience – as the quality of commercial customer service has improved, 85% of the public expect government agencies to meet or exceed that standard. Enhancing the customer experience (CX) is a priority for government agencies, and user-friendly, robust, and secure websites are central to meeting that goal.

Download this report to learn:

  • The foundations of an enhanced web experience—for customers and agency personnel.
  • Why open source content management systems are key to meeting CX goals.
  • What to look for in a platform partner to ensure your agency website meets security standards while enhancing CX.
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