CitizenOne delivers a robust relationship management capability that allows a citizen to connect their profile to other roles, or personas, that they may have in their daily lives (e.g. business owners, employees, parents). Once the citizen has established their profile and added a persona they can select that persona and interact with government in the context of “who they are at the time”. An example we commonly use is a citizen creating a CitizenOne profile to interact with government services as a citizen and then adding a business owner persona that allows them to interact with government on behalf of their business.
We have recently had the privilege of working with some truly outstanding customers. Through these experiences, we have gained insight into a few considerations for government as they move towards better-delivering services to their customers, the people they serve. With these insights, we have developed a list of five ways that government can improve the Citizen Experience.
As today’s tech-savvy youth grow up and mobility becomes even more pervasive throughout all segments of society, citizens increasingly expect to consume services and information online. These expectations of anytime, anywhere accessibility don’t stop when it comes to government. In fact, citizens expect their government’s digital presence to be even more reliable and secure than that of the eCommerce sites they frequent. Keep reading to learn more about the preferences of citizens and how governments can better meet their digital demands.
Worldwide there is a growing trend towards protecting the data and privacy of users when interacting with organizations through digital channels. The GDPR, for example, is European Union regulation that will safeguard the data and privacy of its citizens. Some of the most challenging requirements of the trend towards these new forms of regulation centre around the need to collect consent from end users before obtaining and making use of their personal data.
For the nocturnal individual struggling to find methods to fall asleep, you may consider reading the terms and conditions of sites such as Facebook, LinkedIn, and Twitter to name a few. These are long reads, often longer than a commitment to a cell phone plan. Maybe they were not meant to be complicated, perhaps they were a task for a team of lawyers to draft and end-user consumption was never considered. Or – perhaps this design is intentional, to hide and complicate the details, otherwise aware of the fact we would decline with extreme prejudice. For now, bring on the free cat pictures.
The role of the government and the services it provides are a crucial part of society. From paying taxes to renewing a passport, to letting citizens know if a thunderstorm is on its way – the government plays an important role in our day-to-day lives.
With the rapid adoption of digital and internet technologies, citizens are now more informed than ever about government programs, services and policies. In addition, citizens demand a superior experience from their governments and expect them to utilize and embrace the latest technology – just like what they would expect from major corporations in the private sector.