Booz Allen’s Shannon Fitzgerald on Digital Tools That Could Help Agencies Improve Citizen Experience

Shannon Fitzgerald, a senior vice president at Booz Allen Hamilton and head of the company’s citizen services business, said top commercial brands are adopting digital platforms and services that could be used by federal agencies to improve customer experience.

Fitzgerald wrote in a Nextgov article published Monday that agencies seeking to streamline user experience should advance the use of chatbots and redesign their websites to make it easier for citizens to find the information they need.

She discussed the need for agencies to make their websites more mobile friendly to facilitate customer engagement and cited how automation and machine learning could help agencies tailor customer experiences.

Fitzgerald noted about the potential benefits of voice activation systems and intelligent assistants to agencies’ customer engagement efforts.

“Adopting the right digital tools and services will improve mission delivery, engagement time, and customer satisfaction scores in this year and beyond,” she wrote.