{"id":1963,"date":"2017-03-21T00:09:06","date_gmt":"2017-03-21T00:09:06","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?p=1963"},"modified":"2020-06-22T17:08:40","modified_gmt":"2020-06-23T00:08:40","slug":"examining-customer-service-principal-government-citizen-expectations-path-forward","status":"publish","type":"post","link":"https:\/\/ptpinc.com\/staging\/cx-strategy\/examining-customer-service-principal-government-citizen-expectations-path-forward\/","title":{"rendered":"Examining Customer Service in Government: Citizen Expectations and the Path Forward"},"content":{"rendered":"

What does the local DMV have in common with, let\u2019s say, Apple? Well, they both probably have a lot of the same customers. But how alike (or different) is the customer experience when engaging with each of these organizations?<\/span><\/p>\n

From a company like Apple, you might expect that you can use your trusty iPhone to access your account information, set the preferences for how you prefer to be communicated with, even connect with customer service reps over chat, voice or email. Can you do the same with the DMV? That might depend on where you live. <\/span><\/p>\n

The reality is, as consumers, we are all also citizens. We\u2019re growing to expect a certain level of personalized service (or self-service options) from the companies we do business with. And consequently, we\u2019re starting to expect that same experience from our government. But a lot of government agencies are still trying to catch up. <\/span><\/p>\n

Bottom line: Government agencies and departments need to do more to engage with their citizens. Why? <\/span>Because customer experience and an agency\u2019s success (or revenue) are inextricably linked.<\/b><\/p>\n

\"linked\"<\/p>\n

\"trust-1\"<\/a><\/b><\/h2>\n

<\/h2>\n

Why Should the Government Care?<\/b><\/h2>\n

Some may think, \u201cA government entity really doesn\u2019t gain anything from creating a better experience. It\u2019s not like a retail company where you lose customers to competition or you need revenue.\u201d But there is something very important: <\/span>Trust<\/b>.<\/span><\/p>\n

Now, more than ever, citizens are growing distrustful of our government. What does this result in? Without citizen support, agencies: <\/span><\/p>\n