Sutherland’s Teresa Weipert: Agencies Should Adopt Multichannel Engagement Tools to Optimize Citizen Experience

Teresa Weipert, senior vice president of Sutherland Global Services’ government solutions business, has said government agencies should adopt omni-channel automated engagement platforms in an effort to facilitate interactions with citizens.

Weipert wrote in an article published Thursday on Nextgov that such multichannel citizen engagement tools will work to provide agencies “a single 360-degree view of the customer across a multitude of work environments and support channels.”

She also noted that the use of omni-channel platforms could help agencies derive insights and metrics that are needed to build up relationships and optimize citizen experiences through the application of analytics.

Weipert also cited the need to revamp government acquisition policies and procedures through the adoption of an enterprisewide model to procurement and asset management in order to help drive changes in citizen experience.

“If the public sector is going to keep up with the staggering pace of digital transformation and apply it to citizen-centric experiences, it must support rapid procurement and integration of digital technologies, whether existing, new or emerging,” she added.