Streamlining for Trust

Modernizing the Government Customer Experience

Elevating the customer experience has become both a pressing need and a growing opportunity for public sector agencies. At the federal and state level, agencies are often the sole provider of necessary services for citizens, ranging from healthcare to disaster assistance to financial support. The COVID-19 pandemic only magnified the necessity and uniqueness of that relationship. As such, enhanced customer service is central to agency missions, especially since consistently dissatisfied customers can significantly affect overall trust in government. How are government agencies agencies working to modernize their customer experience?

Download this GBC issue brief to learn more about:

  • Who is doing customer experience right -- and who is working on it
  • Examples of digital tools to help agencies move the needle
  • The link between modernization and public trust

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