Changing Public Services to Deliver Great Customer Experience

Across government, the importance of excellent customer experience could not be more apparent – and expectations are growing. Constituents’ primary digital interactions with state and local governments come in public service requests, payments, permits, and applications – and all are ripe for modernization and transformation.

So how are states and localities revolutionizing people-facing portals, products, and services? Where have they been able to surprise and delight local residents with experiences not typically associated with government?