[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2017\/06\/06\/customer-engagement-for-the-public-sector-keep-it-simple\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2017\/06\/06\/customer-engagement-for-the-public-sector-keep-it-simple\/","headline":"Customer engagement for the public sector: keep it simple","name":"Customer engagement for the public sector: keep it simple","description":"Citizen engagement for the public sector is increasingly driven by consumer demand for virtual access to services. ","datePublished":"2017-06-06","dateModified":"2024-04-17","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/kathleen-obrien\/#Person","name":"Kathleen O'Brien","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/kathleen-obrien\/","identifier":186,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/72f7fa9cf9e1d1b295291ef942468ef6be3c09be53c3f854d30750e4844ebb28?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/72f7fa9cf9e1d1b295291ef942468ef6be3c09be53c3f854d30750e4844ebb28?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2017\/06\/thumbnail-1a25a0382b8095e9786bf5a63a8fbdb1.jpeg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2017\/06\/thumbnail-1a25a0382b8095e9786bf5a63a8fbdb1.jpeg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2017\/06\/06\/customer-engagement-for-the-public-sector-keep-it-simple\/","about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},"Government + Public Sector",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/industries\/","name":"Industries","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Industry","http:\/\/www.wikidata.org\/entity\/Q2976602"]},"Industries",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/intelligent-enterprise\/","name":"Intelligent Enterprise","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Intelligent_enterprise","http:\/\/www.wikidata.org\/entity\/Q6044119"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/public-sector\/","name":"Public Sector","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Public_sector","http:\/\/www.wikidata.org\/entity\/Q294217"]}],"wordCount":552,"keywords":["Customer Engagement","Customer Experience | CX","Public Sector"],"articleBody":"Citizen engagement in the public sector is increasingly driven by consumer demand for virtual access to services. Citizens expect assistance with permits, grievances, building plans and the like, wherever and whenever they want, regardless of channel or device.On-demand customer service also translates to greater participation in democracy, and better alignment between service delivery and citizen needs. The demand is also driven by public entities themselves, with increasing need for cost-savings, streamlining, technology updates, and greater efficiency.Luckily, increasing engagement by citizens in the public sector doesn\u2019t have to be complicated.Powered by the the right technology and streamlined processes, both citizens and government entities benefit from a smarter approach to interactions.Everyone knows the stereotype of the cranky government bureaucrat, denying applications for this or that, while referring the public into an endless loop of phone extensions and offices.Increasing self-service won\u2019t mitigate unenthusiastic workers entirely, but at least it will free him or her from bothersome in-person interactions or phone calls, which should refocus their efforts on cases that require more attention and a higher degree of specialized knowledge.      How the postal industry can deliver connectivity in cities of the future                With new digital technologies intersecting and combining, the postal industry \u2013 and the organizations they work with \u2013 cannot afford to wait to begin their initiatives.      Four ways to increase omnichannel citizen engagement for the public sectorThere are four ways to improve citizen engagement for the public sector:Improve and enhance the citizen experienceLower service deliver costsMaximize operational efficiencyUtilize data-driven insightsImprove and enhance citizen experience24-7 online self-service and mobile services that deliver contextual, consistent, and relevant content regardless of which channel the citizen usesEnable service delivery across digital channels to replace costly, and often inconsistent, in-person serviceProvide continuous real-time engagement that encourages greater participation in digital-led democracy.Implement IoT Smart Cities programs to improve quality of life for citizensOpt for the platform approach \u00a0to citizen engagement that integrates with pre-existing technology.Lower service delivery costsLower cost-per-transaction by enabling digital services and decreasing the number of in-person and telephone interactions for the majority of citizensGain a single enriched view of citizens by their interactions, to enrich and customize their digital experience, content delivery, and support predictive service deliveryAutomate workflows to create frictionless processes for citizensMaximize operational efficiencyStreamline interactions with citizens by eliminating service silos and centralizing news and service catalogsIntegrate brochures and forms within streamlined workflows to deliver right-time content to citizensAchieve a 360 degree citizen view by diminishing the complexity of front and back office functions, such as call centers, apps, websites, and development platformsUtilize data-driven insightsConsolidate core citizen dataFocus resources where they\u2019re needed using real-time data insightsInitiate data-centric initiatives between public and private sector to maximize resources and generate additional citizen valueCitizen engagement: The bottom lineDigital disruption is driving government agencies to optimize the number of services offered online and on-demand. Putting the citizen at the center of this, in terms of the consistent and predictive delivery of services, increases engagement and strengthens participation in society.  Every digital moment matters.Are you making the most of them?1,000 business leaders dish on how to stand out from the crowd with a great CX. Get the details\u00a0HERE.\u00a0"},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2017","item":"https:\/\/www.the-future-of-commerce.com\/2017\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"06","item":"https:\/\/www.the-future-of-commerce.com\/2017\/\/06\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"06","item":"https:\/\/www.the-future-of-commerce.com\/2017\/\/06\/\/06\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Customer engagement for the public sector: keep it simple","item":"https:\/\/www.the-future-of-commerce.com\/2017\/06\/06\/customer-engagement-for-the-public-sector-keep-it-simple\/#breadcrumbitem"}]}]