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.
Cloud-based portals providing advisories, content management, applications, data management across all data sources, publishing software, enterprise portals, and online payment options; rules-based, integrated case management and analytics, chat bots
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.