Qualtrics has released a Government Web Experience solution to enable federal, state, and local government organizations to improve online experiences and enhance the overall quality of services.
Recent Qualtrics research reveals government website users report having to switch between multiple customer service channels to resolve an issue and receiving low empathy during a customer service interaction.
The Government Web Experience solution provides cohesive digital customer experiences across multiple government organizations to enable government leaders to better understand how their websites are performing and serving users.
The solution has predesigned questions and dashboards to enable governments to collect feedback and identify areas of improvement on their websites. Through deep insights combined and automated actions, customers can easily find answers and receive support from digital teams if needed. Moreover, employees can serve customers on their preferred channel, making government services more accessible.
Finally, Qualtrics enables governments to see how experiences vary across demographic groups to identify who is left out of digital self-services. This way leaders can understand how experiences differ across communities and effectively redistribute staff to support high-touch service for customers who need it.
“Agencies need to look at the customer journey holistically when planning for transformation. Digital is now table stakes, security is paramount, and accessibility and inclusion can no longer be afterthoughts when the mission is serving all customers. Insights gained from analyzing solicited and unsolicited data will help uncover areas most ready for rapid transformation and immediate impact”, said Sydney Heimbrock, Chief Industry Advisor for Government at Qualtrics.
“Leadership across agencies will be critical to redesigning customer experiences that better serve the public and our democracy.”
The Government Web Experience solution aligns with the Federal Office of Management and Budget (OMB) collection and reporting requirements for federal agencies that are also High Impact Service Providers. The solution also aligns with the President’s Management Agenda and Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.