Transform Citizen Engagement For A Digital Age

Kathleen O'Brien

The challenge facing many government organizations is translating policy and legislative changes into citizen services and representation, all while dealing with outdated legacy systems and the need for more virtual services. This is a great opportunity for public entities to transform and improve citizen engagement using digital channels, in order to provide services quickly, efficiently, and consistently.

A key aspect of citizen engagement is to interact with people according to their digital preferences. From mobile devices to accessing 24/7 customer service lines to nudge-based services using chatbots, citizens are now able to engage more often if government agencies provide them the means to do so.

Using the right technology and integrations, public entities can use three approaches to increase citizen engagement now:

  • Provide seamless access to services such as document handling, requests, payments, permits, and registrations:

    • Deliver public services online (parking permits, building plans, grievances).

    • Make social services available online (finding services citizens may be eligible for, applications for assistance, automatic ordering of health and ID cards).

    • Managing taxes and revenue (online taxpayer services across channels, allowing free exchange of information between citizens and government at large).

  • Implement citizen engagement projects to improve access to services for a larger percentage of the population by providing:

    • Pre-built capabilities and templates specific to public service agencies

    • Digital channels for service requests

    • A platform to support and launch emerging technologies like AI, ML, and chatbots

    • Lower customer service costs with better outcomes

  • Manage the citizen experience to enhance customer service and increase engagement:

    • Reduce congestion and inefficiencies interfering with access to services

    • Reduce costs to serve citizens

    • Increase donations and contributions

    • Increase positive media coverage

The bottom line is that greater access to streamlined, efficient government services online increases customer satisfaction and boosts engagement.

Understanding the role of customer service in the digital age is the first step to bringing cost savings and increased efficiency to government and public sector institutions while amplifying the power of citizen engagement. Improving response times, efficiency, and customer-facing interactions also increase engagement when citizens are given the right tools.

For more on how public entities can create a platform to increase public engagement, read about the specialized services offered by SAP Hybris here


Kathleen O'Brien

About Kathleen O'Brien

Kathleen O’Brien is focused on business development in the the global public sector industry at SAP Hybris.