The Next Frontier of Citizen Experience

Citizen Experience is a focus of the President's Management Agenda and the resulting IT Modernization Centers of Excellence. This focal point is a result of government receiving poor customer service marks (ranking them on par or below cable companies) year after year. Agencies have evolved from requiring citizens to visit a government office to fill out sheets of paperwork to online portals that provide much of that same paperwork online. It quickly became clear, however, that simply moving paperwork online was not the answer to improving citizen experience with government. Today the technology exists to take that online interaction to the next level.

Social media, Artificial Intelligence (AI), Internet of Things (IoT), video chat, text, and chatbots are being used throughout government to give citizens a more direct and personalized digital line to the agencies that serve them. Cities are using IoT to better communicate the whereabouts and schedule of public transport as well as air quality levels. AI is powering website chatbots and search functions allowing for more self-service of citizens looking to conduct business with the government 24/7.

But technology alone will not improve the government's customer service scores. The culture and morale of the government workforce also plays a huge role in the service that is delivered to citizens. Service representatives in government should be trained on new systems and shown how technologies will enhance, rather than replace, their jobs.

There are a host of great events that address both the technological and cultural aspects of improving citizen experience. Here are just a few:

• Citizen Engagement Summit (February 27, 2019; Washington, DC) - Organized by the editorial team at FCW, this event looks at "delivering smarter digital services." Looking at citizen engagement as both a science and an art, the summit will address how to undertake efforts that are measurable, data-rich and mission driven, but also meet the emotional needs of citizens. Engagement experts from both government and industry will explore how agencies can meet these demands and transform their relationship with the digital citizen.
• ServiceNow Federal Summit (March 4, 2019; Washington, DC) - This event is focused on how digital transformation is the foundation for consumer-like services. Federal IT leaders and technology experts will present thoughts and experiences on streamlining service management for better customer experiences.
• Oracle Federal Forum (March 26, 2019; Washington, DC) - This 11^th annual event has a focus on leveraging emerging technologies like blockchain, Artificial Intelligence, and Machine Learning to innovate citizen engagement. Federal IT and business executives will share modern approaches to evolving long-standing government processes for better, more efficient citizen service.
• Government CX Virtual Summit (March 27, 2019; Online Training) - Entitled "Putting the Citizen First," government and industry experts share thoughts on how to enhance citizen engagement and customer experience through new technologies and processes.
• Government Social Media Conference (April 2-4, 2019; Nashville, TN) - This event is designed to educate local, regional, state and federal agencies on social media best practices. Attendees can participate in breakout sessions, gain industry insights from featured keynotes, receive hands-on training during workshops and have opportunities to network with representatives from major social platforms.
• Strategic Government Communications for Public Affairs (April 16-18, 2019; Washington, DC) - Government agencies will share how they are using strategic storytelling, visual content, mobile communication strategies and measuring their results - to advance agency missions and engage audiences. Attendees will walk away with best practices and strategies to apply immediately.
• Granicus Annual National Summit (May 14-15, 2019; Washington, DC) - Designed for government officials interested in using technology to better improve the citizen experience. The event attracts over 1,000 participants in person and via live stream for inspirational speakers, hands-on breakout sessions and networking opportunities.

Let us know where you are getting your education around citizen engagement. Share your thoughts in the comments.