Jerry DotsonMarch 22, 2022

Improving Service to the Citizen One Transaction at a Time

Millions of Americans rely on critical government services to support them in their daily lives and during times of need. Whether helping citizens through disasters, providing guidance for their small businesses, passing through an airport security line, paying taxes, or registering for retirement benefits, the public expects the Federal Government to deliver seamless interactions and excellent customer experiences, just like they have with the private sector.

The Quest for Improving Trust in the Government

Through the President’s Management Agenda (PMA), a plan that defines government-wide management priorities for all Federal agencies, the White House has made Customer Experience (CX) a priority. The goal is to deliver “excellent, equitable, and secure federal services and customer experience” to the public.

The Executive Order includes 36 CX improvement commitments across 17 Federal agencies, all aiming to improve citizen’s lives and government service delivery. This is a good goal to have at a time when U.S. Federal CX quality is “weak and uneven,” according to data from The U.S. Federal Customer Experience Index, 2021.

The report summarizes that 15 U.S. Federal Government agencies earned an average score of 62.6 out of a possible 100 points. While that is an increase of 1.5 points from the previous year and the highest federal average recorded to date, that number is still 10.7 points behind the private sector average and lower than any other industry or sector studied. So, there is still plenty of room for improvement.

In the webinar, The Executive Order: The President’s Management Agenda and Customer Experience, a panel of government subject matter experts discussed why the Federal Government needs to reprioritize the citizen experience. The bottom line is that the government exists to serve the people, and no one should be forced to go through a poor customer experience. Building trust in the Federal Government happens one transaction at a time, and as agencies go through individual journeys with citizens, they must focus on truly delivering services that are important to them in a seamless manner to earn their trust.

Roadblocks to Modernization

Government agencies face quite a few challenges in their quest for improving citizen trust levels. Legacy technology is a huge inhibitor of creating new user experiences, not to mention a national security concern. Agencies collect an enormous amount of citizen data, making it an imperative to secure and protect this personal information. Modernizing infrastructure is costly and without champions at different levels, it’s difficult to secure the funds needed to upgrade and ensure the resources needed.  This includes hiring the next generation of public servants. To recruit and retain exceptional customer service agents, you need the right tools to ensure their success.

Citizens want a 21st century customer experiences. They want access to virtual agents, chat, self-service, and knowledge databases across multiple channels and platforms, not to mention technology that uses Artificial Intelligence (AI), Machine Learning (ML), and even social listening to fulfill their needs. They want to be heard and to have everything at their fingertips. They also want transparency, so they know where and how their request is being handled.

A 21st Century Customer Experience

Frost & Sullivan recently presented Avaya with the 2022 North American Government Communications, Collaboration and Customer Experience Solutions Competitive Strategy Leadership Award. Avaya is noted to excel in many of the criteria in delivering compelling communications, collaboration and customer experience (CX) solutions to government organizations.  Avaya’s OneCloud™ portfolio is a total Experience platform that enables users to effortlessly compose unique experiences to meet the ever-changing needs of the people they serve – employees and citizens alike – whether they are interacting via voice, web, chat, or email. The Avaya OneCloud experience platform includes CCaaS and UCaaS solutions built on Avaya OneCloud CPaaS, creating composable building blocks enabling organizations to extend it, build on it, and customize their applications. This flexible approach enables greater agility for public sector customers to migrate to the cloud, especially during unforeseen circumstances such as a pandemic or crisis situation.  

With Avaya OneCloud, government agencies need not worry about security concerns. Avaya can satisfy stringent security, compliance, and integration requirements within the government vertical with private cloud deployments based on our established and vetted Avaya OneCloud platform.

Avaya’s solutions satisfy the requirements for Health Insurance Portability and Accountability Act (HIPAA); Payment Card Industry (PCI); and are FedRamp moderate-compliant certified, Joint Interoperability Test Command (JITC) certified, and offer Telecommunications Security Group (TSG)-certified handsets and Trade Agreements Act (TAA)-compliant software and hardware—which are uncommon capabilities among communications vendors.

Next Steps

The future of customer experience is here, but not all cloud-based contact center solutions are equal. If accelerating digital innovation and creating an exceptional citizen experience is a top priority for your agency, make the vision a reality with our open, converged solutions – available in the cloud, on-premise, or a hybrid of both.  See what’s possible with Avaya OneCloud CCaaS.

Improving Service to the Citizen One Transaction at a Time

Jerry Dotson

Jerry Dotson is the Vice President for Avaya Public Sector. Dotson oversees the design and implementation of communication services to support the various operations of DoD, Civilian, Intel, and SLED  customers.

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