Tom Romeo, president of the federal services business at Maximus, has said that digital technology platforms and content should be integrated across various services and channels in an effort to change the way U.S. government agencies interact with and deliver services to citizens.
“Delivering the next era of citizen engagement is not about just making new technologies available to the public,” Romeo wrote in an article published Monday on Government Executive.
“It is also about providing an experience that is integrated, user-friendly, and allows the public to get their problem solved via their channel of choice,” he added.
Romeo also cited the need for agencies to provide training to call center representatives in an effort to help them handle inquiries and address concerns from citizens that seek human assistance following use of self-service channels.
“The transition to a citizen-centric approach will require making new investments, embracing new disciplines, and a renewed focus on business process and outcomes,” Romeo noted.