Trends Report

Transforming Government Services Through Better Insights

Agencies Leverage Analytics To Improve Operational Excellence And The Citizen Experience

July 6th, 2016
JP
Jennifer Belissent, PhD
With contributors:
Frederic Giron , Erna Esa , Bill Nagel

Summary

Access to technology-enabled services has raised citizens' expectations. They expect to access critical services in their moment of need, via the channel or device of their choice. Armed with greater access to information, citizens also expect a higher degree of transparency and accountability from government agencies. This report helps customer insights (CI) pros and other decision-makers understand how government agencies are using analytics to boost service delivery, transparency, and performance while also improving the customer experience.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.