As consumers, we’ve become accustomed to a certain level of access and services. Digital tools are making everything easier, from shopping, to paying bills, to filling out medical paperwork. But as constituents, government agencies aren’t keeping up with those expectations. In fact, our Connected Government report found that only 18 percent of respondents believe the customer experience is prioritized in their engagements with the government.
While this shift in expectations isn’t new, data shows that the cost of inaction is high. Not only does failing to meet these expectations lead to a loss of trust and satisfaction, but there is a tangible cost if you don’t address it.
Here are the steps governments can take to extract value from AI
Allow government service agents to focus more time on serving constituents
Offer self-service capabilities
Start with mature predictive AI technologies
For example, federal agencies have developed hundreds of apps to give
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