In many ways, it can be argued that the citizen experience is the most critical customer experience of all. The way local, state and federal government agencies interact, serve and protect is of the utmost importance, and yet there is so much room for improvement. In fact, recent research shows government to be rated as the No. 1 industry with the worst customer service.
Demand has long existed for more high-performing governments. This is why we’ve seen the emergence of body cameras, for example, and the advancement of location-based technology. The industry is expected to adapt and mature to meet the next-gen needs of citizens today and in the future. This undoubtedly involves communications, which lies at the heart of everyday services citizens depend on, and even those that save lives. That’s where Communications Platform as a Service (CPaaS) comes into the picture.