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.
CPaaS—a platform that allows users to embed real-time communications directly into applications using cloud-based tools—enables citizen-first service in many ways. A great example of this is the text tip line that has been implemented by many police departments nationwide. Using this line, citizens can anonymously text tips and even send pictures and videos of suspicious activity or serious crimes for investigation.
Now, imagine an integrated mobile app experience in which citizens could instantly initiate voice, live video or chat sessions with professionals. Consider embedding SMS into an AI application to create a chatbot that can conversationally message about non-serious matters. Picture the benefits of communication-enabled workflows for streamlining internal processes. The list of benefits goes on…
There are plenty of practical actions that can be taken to enhance the citizen experience. Many of these actions should focus on improved communications using CPaaS. To learn more about CPaaS and how it works, check out this blog and this blog.
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