A report from the National Association of State Chief Administrators and Accenture has found that 51 percent of citizens surveyed gave their digital interactions with U.S. state governments a positive rating. NASCA and Accenture polled 1,500 U.S. citizens between February and March and found that 74 percent of respondents cited websites as the most common […] More
Andy Beamon, vice president of digital solutions for citizen services at Maximus“™ federal business, has said federal agencies seeking to transform the delivery of citizen services should understand how robotic process automation, artificial intelligence, bots and cognitive computing differ from one another. “Understanding the differences between them is important as it impacts both the citizens“™ experience and government agencies navigating the procurement process,“ Beamon wrote in a Nextgov article published Monday.
Shannon Fitzgerald, a senior vice president at Booz Allen Hamilton and head of the company“™s citizen services business, said top commercial brands are adopting digital platforms and services that could be used by federal agencies to improve customer experience. Fitzgerald wrote in a Nextgov article published Monday that agencies seeking to streamline user experience should advance the use of chatbots and redesign their websites to make it easier for citizens to find the information they need.