Current government provision of information and services exists largely in separate and disconnected domains: physical, online, and mobile. Most lack a clear and easy user experience for navigation. This causes constituent experiences to be disjointed, inconsistent, and disconnected.
Goals and Objectives
Align constituent-facing business processes, actions, and connections points to support comprehensive needs and deliver an optimal experience. Provide a one-stop shop for access to government services and information to make it easier and more convenient for users to conduct business with government.
Hardware: Cloud computing server and storage, edge computing, and IoT
Software: Cloud-based digital platforms supporting CRM and CSM to provide advisories, content management, applications, data management across all data sources, multifactor authentication, biometric authentication, mobile apps to access services, online payment options, rules-based integrated case management, analytics, and AI
Services: Encryption and secure/managed hybrid cloud
Use Case Summary
Duplicative steps and friction points in applying for services is eliminated and the user interface designed outside-in from the customer’s perspective. Digital connections that allow the customer journey to begin and be completed on any device in any channel will optimize and enhance customer experience.