Qualtrics (Nasdaq: XM), the leader and creator of the experience management category, today announced the availability of the Government Web Experience solution for federal, state and local government organizations. By surveying government website users about their experiences and targeting improvement efforts such as content, web design, and web performance optimization, the solution empowers government organizations to take action and improve the client experience.
Accessing government services is often difficult, and navigating multiple government agencies is even more difficult. According to a recent Qualtrics study, people who contact government institutions are the most likely across industries to say they had to switch between multiple customer service channels to resolve a problem and the least likely to say they were treated with empathy in the interaction with customer service. Doing something online with government can criss-cross teams, agencies and levels of government – each with their own technology, process and culture. The Government Web Experience solution helps create a consistent digital customer experience (CX) across multiple government organizations to better serve residents and empower the government workforce.
Today, more than 100 government organizations have adopted Qualtrics’ Digital CX solution to improve their digital offerings, minimize customer burden, and deliver more accessible government services at scale. The Government Web Experience solution gives government leaders a new way to understand how their websites perform and serve their customers, including how easily it is possible to locate services and perform digital interactions. With pre-built questions and dashboards designed by experts, the solution enables governments to gather feedback and quickly identify and prioritize areas of improvement on websites that will have the most impact on customers. . Deep insights combined with automated actions help customers easily find answers, enable digital teams to quickly resolve issues before they become widespread, and enable employees to serve customers on the channels of their choice, so that more people can use essential government services.
“It’s imperative to put our customers – the residents – at the center of our digital transformation efforts, starting with optimizing their digital experiences with us,” said Chris McMasters, Chief Information Officer for the City of Corona. . “Qualtrics helps governments like ours turn every digital project into a catalyst for change in our organization. Using modern and flexible technology to engage as many residents as possible in the channels they prefer, we can identify the areas that have the greatest impact on guest experience. We’re at the start of our journey to optimize our website, making common services – like paying bills, booking appointments, and providing feedback on our downtown revitalization project – easier to locate and navigate. complete. We look forward to continuously rethinking and measuring success with diversity and privacy in mind. »
As more government services are modernized online, the solution makes it possible to measure and benchmark success and continuously listen and improve. To ensure services work for everyone, Qualtrics enables governments to see how experiences vary across demographic groups to identify who is being excluded from digital self-services, so they can close those gaps. When government leaders understand how experiences vary across community and customer groups, as well as the right times in a customer’s journey to deliver services, they can more effectively allocate support staff and book high-quality service. quality to those who need it.
“Agencies need to look at the customer journey holistically when planning for transformation,” said Sydney Heimbrock, senior industry adviser for government at Qualtrics. “Digital is now table stakes, security is paramount, and accessibility and inclusion can no longer be an afterthought when the mission is to serve all customers. Insights from data analytics Solicited and unsolicited will help uncover the areas most ripe for rapid transformation and immediate impact.Leadership across agencies will be key to reimagining customer experiences that better serve the public and our democracy.
With the Government Web Experience solution that addresses the key elements of digital transformation, Qualtrics further strengthens its credibility as a digital leader in government. As more government organizations adopt the solution, Qualtrics will generate digital benchmarks around the overall site experience. With benchmarks coming in 2023, government organizations will be able to benchmark their digital experiences against those of other peer governments on customer satisfaction, trust, ease of use, efficiency, and other factors that drive growth. client experience.
The Government Web Experience solution aligns with the Office of Management and Budget (OMB) collection and reporting requirements for federal agencies that are also high-impact service providers. Solution enables federal agencies to quickly conduct investigations to advance their CX efforts and align with the President’s Stewardship Agenda and Executive Order on Federal Customer Experience Transformation and Service Delivery to restore trust in government.
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