Jim Williams: Govt Should Understand Citizens’ Journey to Facilitate Service Delivery

Jim Williams, former acting administrator at the General Services Administration, has said he believes there would be a “renewed focus on customer service” in the next U.S. administration.

Williams said in a video interview posted Wednesday on Maximus‘ website that he thinks the government should work to know and understand the citizens’ journey as well as the citizens’ previous interactions with the government.

He also noted that a citizen does not have to move through bureaucracy and that agencies should work “behind the scenes” to deliver services to citizens.

Williams, a senior adviser at Ridge-Lane Limited Partners, also discussed the need for digital services that are designed for citizens.

“I think it’s all about the focus on the customer, understanding the customer’s journey, being able to measure this in a consistent way and getting the agencies to work together to better serve the citizens,” he added.