Your new government website just launched. The digital pages are visually stunning and impressive.
But is your website just a pretty facade?
Or…is it ready to turn those citizens who visit into satisfied customers quickly and without utilizing your agency’s overloaded phone, mail or in-person channels?
If citizens still need to call or visit an agency office after exploring your website, then there are still more opportunities for maximizing your agency’s web investments to reduce your agency’s operating costs and boost customer service. And, as I will note, investments in what the citizen doesn’t see, the operations behind your website, is just as important as what is on your website.
If your agency can provide required services online in a responsive and transparent manner, adoption of the digital channel will increase.
With the latest Pew research showing that more people are now connected to the internet, it’s time to think about online as a channel for completing end-to-end interactions with your agency. Not just taking a supporting role.