Today’s tech-savvy constituents want the ability to interact with government through various means and touchpoints. To meet residents’ expectations, many organizations have adopted a ‘no wrong door’ approach, creating an omnichannel experience that allows individuals to interact with government in the manner most convenient for them.
But if governments aren’t managing these cross-platform interactions, this convenience factor is often voided.
Consider this scenario: An agency has several communication channels – web portals, chatbots, SMS communications and phone calls – but these interactions aren’t bridged. A resident in search of services starts their inquiry on the web but ends up having to re-explain, from square one, everything about who they are and what they require after making a follow-up call, and again after being transferred to different departments.
Stitching communication channels together helps provide an easier experience for both residents and the people serving them. This is where technology can help.
Join Government Technology and Pegasystems on July 25, 2023, at 2 PM ET for a live webinar on how states can keep the ‘no wrong door’ approach connected and secure.
You’ll learn how to:
- Connect all user history regardless of their point of entry
- Maximize omnichannel approaches without breaching regulatory requirements
- Establish the right foundation for seamless resident interactions
