Trends Report

Transforming Government Services Through Better Insights

Agencies Leverage Analytics To Improve Operational Excellence And The Citizen Experience

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


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.

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