February 14, 2019 | Eli Grant

The State of Citizen Experience: High Expectations and New Mandates Drive Continued Changes


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There’s good news for citizens: Digital services are being held to a higher standard across all layers of the U.S. government.

The 21st Century Integrated Digital Experience Act (IDEA) was signed into law in 2018, and its requirements will go a long way toward modernizing government agency technology. The Office of Management and Budget’s (OMB) Circular No. A–11 goes even further in service to customer experience. It mandates that federal agencies providing the most citizen-facing services must establish and benchmark against CX priorities such as satisfaction, confidence, ease of use, and accessibility.

This is also good news for government agencies, as new standards will help them gain internal efficiencies while improving their reputation with citizens.

The value of high-functioning customer experience has been clear for a while. These stats, from the new ForeSee Experience Index (FXI): E-Government report for H2 2018, show the continued importance of a great web experience:

  • Customers who have a great web experience are 112% more likely to use agency websites as a primary resource (up 5% over H1 2018) and 53% more likely to trust in the government.

How are U.S. government agencies responding, and what do citizens themselves think of the experiences? The FXI: E-Gov report, in its 15th year, has the data-driven details, revealing:

  • Which sites top the rankings in the second half of 2018
  • What experience drivers boost citizen satisfaction

There are more people on more digital government channels than ever before. That’s an evergreen statistic, of course, because digital growth is now a fact of life for every industry (see the ForeSee Digital Experience Index (DXI) Q4 2018 for benchmarks on digital experience for 50 of the most popular U.S. websites). ForeSee has been helping government agencies meet citizen needs for 15 years. Which means we are prepared to help you exceed and monitor new IDEA and A-11 requirements.

To learn how we can help you exceed digital experience CX needs, schedule a briefing.

About the Author

Eli Grant is Director of Public Sector at ForeSee, working with the federal government and non-profits to effectively capture voice of customer and provide data and insights to improve experiences across the customer journey.

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