Leveraging data to help government agencies deliver a positive citizen experience – StateScoop

Though the public sector has historically been a late adopter of new technology and workforce trends, the COVID-19 pandemic thrust every government agency accelerate digital modernization. 
According to a new report, produced by Adobe and Deloitte Digital, with the increased demand from citizens to access government information via digital channels is driving key trends in using data to improve customer experience online. 
The report uses survey findings from a study of centralized governments from around the globe to point to indicative trends across the public sector as a whole, such as:
The report suggests that as government leaders sort through the data and perceptions of the past year, policy- and decision-makers need to carefully analyze these trends and use the information on public experiences with their government to plan a better path forward.
State and local leaders in the U.S. would benefit from expanding their use of private sector partners to help accelerate digital modernization and create clearer strategies to solve citizen problems and pain points, rather than technology solutions or cost. 
Finally, the adoption of technologies like AI, ML, content and data management systems to deliver personalized citizen experiences at-scale will foster trust and increase organizational efficiency and efficacy during this significant period of transformation.
Learn more about these trends in the “Government 2022 Top Trends in Experience Management” report.
This article was produced by StateScoop for, and sponsored by, Adobe.