Trends Report

Washington Must Work Harder To Spur The Public's Interest In Digital Government

Federal Agencies Are Spending Millions On Digital CX That Customers May Not Want

April 28th, 2015
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
Harley Manning , Carla O'Connor

Summary

Federal agencies will continue spending huge sums on digital customer experience (CX) for years to come. Their efforts have already given the American people more and better digital channels than ever before. However, a recent Forrester survey shows that the public's interest in federal digital CX is only tepid. To avoid wasting millions in taxpayer dollars on government digital experiences that people don't want, federal agencies must rethink their digital CX strategies. In this report, we detail key findings from the survey, tell CX professionals in federal agencies how to overcome the public's skepticism about digital CX, and offer three strategies that agencies should start pursuing now.

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