Next-Level Government Services: Progressing to Government CX 2.0

State and local governments have been adding digital channels for many services over the past decade, and the pandemic accelerated this shift. However, the lackluster customer experience in most online services has constrained end-user adoption — so the promise of digital government has yet to be realized by agencies or the residents they serve.

In response, there's a new wave of innovation termed Government Customer Experience (CX) 2.0. Where the first wave of digital government focused on simply offering an online option for some services, Government CX 2.0:

• Prioritizes digital as a primary means of service delivery
• Designs around the customer rather than existing agency processes
• Drives measurable outcomes for agencies and the residents they serve

Despite these advancements, challenges persist as government employees grapple with complex priorities and outdated solutions. To better understand the progress made thus far and the road ahead, PayIt surveyed 600 agency leaders, government IT pros, and 2000 consumers across North America on the government customer experience. Join Government Technology and PayIt for a live webinar to explore key findings from the survey and better understand the path to Government CX 2.0.

You'll Learn:

• Findings from brand new research on the adoption of digital government services like payments and billing
• The top barriers organizations face when implementing or upgrading a digital experience and proven strategies for overcoming them
• The 3 themes that should guide the journey towards Government CX 2.0