How government agencies are revitalizing the citizen and supplier experience

Accelerating the delivery of excellent service

All citizens in advanced economies are, directly or indirectly, government customers. Whether they are passively using public goods like highways or actively claiming benefits from local, state or provincial agencies, they are all effectively ‘customers’ of the government via the payment of their taxes. This makes government agencies responsible for upholding a certain level of customer experience, but flattening or declining budgets and outdated procedures are making this a growing challenge.

At the heart of this problem are the processes that underpin public sector organizations. Many of these processes are manual and paper-based in nature, creating inefficiencies that have embedded themselves into working practices that seem functional on the surface. This whitepaper outlines how process automation and the right suite of technology tools can evolve processes in the public sector so agencies at every level of federal, state and local government can serve their customers quicker and to a higher standard.