📋 Tender Overview
Citizens are looking for new and improved digital services from their governments and state Chief Administrators are uniquely positioned to help meet these evolving customer service expectations according to a new report from the National Association of State Chief Administrators NASCA and Accenture NYSE ACN. The new report focuses on citizens expectations and experience with U.S. state governments in terms of service access and responsiveness. Based on a nationwide citizen survey and informed by interviews with state government Chief Administrative Officers the findings highlight the importance of improving citizens customer experience in response to service priorities and trends in digital services and capabilities. The survey found a large majority of citizens 81 interact with government less than once a month. Around half of respondents 51 rated their digital interactions with government positively. The most common digital channels for connecting with government were Websites cited by 74 while 29 said they used mobile apps and 11 used digital assistants. Nearly one-third of respondents 31 said they prefer to interact with government in-person or via telephone rather than through digital channels. As digital capabilities continue to expand and service expectations of government customers continue to evolve state government leaders need to develop agile strategies to advance their organizations said Commissioner Christi Branscom executive committee president of NASCA. This report offers a structure for reimagining service provision during this time of rapid change and rising opportunities to create more effective government including the need to build more effective digital channels and to ensure top-notch in-person and other service options as well. For example the report advises state Chief Administrators should invest in continually monitoring citizens evolving mindsets and needs. They should also coordinate resources for seamless service options across digital and in-person channels. The report also highlights a potentially valuable advocacy role for chief administrators within government on behalf of an enterprise-wide approach to customer services building on firsthand operational experiences gained during the pandemic.
