Elevating Government CX to Meet the Needs of Today’s Digital Citizens

The US government has recently introduced a set of initiatives aimed at improving the customer experience (CX) of its online public services. However, engineering teams intent on making government sites and user applications more user-friendly, trustworthy, and responsive face a unique set of challenges.

To begin with, government agencies are bound by unusually strict protocols and high-security standards—constraints that add overhead and hinder agility. Furthermore, the need for government teams to work independently has led to unwanted tool sprawl and data siloing, which complicates the cooperative efforts needed to bring about transformation.