Accelerating Digital Citizen Engagement and Self-Service

Government has many of the required tools: Automation, big data and machine learning are changing dialogues among agencies and their constituents. Yet only a dynamic digital framework and a “mindset that extends past the customer service centers” can take advantage of them, says Karen Tuttle, associate director of Digital Experience for Public Sector at Verizon, which consults public agencies. All projects must account for constituent experience with the government, Tuttle says.