Building a Better Citizen Experience

We are fortunate to live in a time where everything is becoming extremely quick and convenient. From banking transactions to shopping, increased convenience has made expectations almost instantaneous with little to no wait time. People expect things to happen at the click of a button, from ordering an Uber to getting groceries delivered to their homes.

Private corporations’ customer-centricity and technology use have been adopted much faster than local governments. Many government organisations have been taking steps in the right direction in adopting governance risk and compliance technologies and being citizen-centric; however, research from Deloitte shows that there is a discord between how agencies and citizens view this.

By building a better citizen experience, local governments can help to turn the tide on public perception and encourage people to share their thoughts rather than just complain about roads. 

We’ve put together 3 tips to help your local government build a better citizen experience.

Take a citizen-centric mindset

Being citizen-centric, simply put, is placing the needs and priorities of citizens at the crux of decision-making and service delivery. People are constantly transferring expectations between the public and private sectors and have a strong focus on customer experience.

To take a citizen-centric mindset, local governments need to deeply understand citizens’ needs, expectations and pain points.

The output of this is building trust, engagement and effectiveness of your services. We know that a bad citizen experience with a public agency can have serious repercussions, such as missing out on essential services and ultimately lead to distrust in public services.

Digital transformation

Leverage technology to improve service delivery and engagement. Implementing a governance risk & compliance software could enable better output from Councillors. Develop user-friendly and intuitive channels to drive stronger citizen relationships. Including government websites and mobile apps that offer a range of services, information and digital payments to make citizens’ lives that bit easier. 

It is a surefire way to improve public trust and aligns with their expectations and needs. People expect to be able to interact and for example, pay their bills in a way that works for them. 

It is important to note that in today’s world with increasing cyber-attacks, to ensure all technology is fit-for-purpose and secure.

Collect feedback

Actively seek feedback from citizens to gauge satisfaction levels and identify areas for improvement. Implement feedback mechanisms such as online surveys, suggestion boxes and public consultations. Engage citizens in decision-making processes, involve them in citizen advisory groups and seek input for policy formation. 

Collecting feedback will give you a clear picture of what needs to be improved, optimised and prioritised. 

Keep in mind that building a better citizen experience requires a holistic approach that considers the entirety of the citizen journey, from initial engagement to service delivery and ongoing communication. By taking a citizen-centric mindset, leveraging technology and collecting feedback, local governments can create positive and impactful experiences for their citizens.

StellarGovt is governance risk & compliance software that is specifically tailored to make council meetings easier and enables council members to access to key information at their fingertips. We have a range of features to improve council communication and efficiency to let you focus on delivering to your community. 

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