Companies like Facebook, Uber, and many others have redefined consumer expectations and created a new normal. Order a crescent wrench from Amazon Prime and it will be at your door in an hour. Ride-sharing services, like Uber and Lyft, are making traveling so convenient that some households are downsizing the number of cars they own. This sort of on-demand customer experience – unheard of just a few years ago – has changed the average consumer, and they are beginning to expect this same level of service and convenience everywhere…including from their government.
What does this mean for government? With individual service expectations ratcheting up and technology innovation moving at warp speed, it is imperative government consider new and creative ways to meet this demand. In some cases, this has involved making all levels of government (Federal, state, and local) accessible through a single platform, consolidating multiple types of interactions, and allowing a citizen to easily and conveniently manage their personal transactions in one place.
Some states, like Arkansas, are already ahead of the game by making personalized government a centerpiece of their digital strategy. In 2015, they unveiled a citizen-centric platform, Gov2Go, that brings government interactions into one place and accessible from any device. Today, 20 percent of adults in Arkansas are taking advantage of this citizen-centric platform.
Citizen-centric government solutions are not only great for citizens, but are great for government. In addition to saving the citizen time, money and a providing better, more personalized experience, government enjoys faster transaction processing, lower interaction costs, cost avoidance, and the satisfaction of knowing they are enabling more options and value to their citizens. Now is the time to consider offering citizen-centric digital government solutions; it will help keep pace with citizen demand and better serve their high, and growing expectations for convenience and service delivery from government.