Christine Thropp
A Carahsoft Technology report shows that customer experience with federal government services has remained the same or has not improved since the start of the COVID-19 pandemic based on a survey participated by 2,312 individuals and conducted by market research firm Merit in October and November 2020.
The company said Thursday 53 percent of respondents experienced about the same quality of services before and after the onset of the pandemic while 39 percent of surveyed citizens commented that there is a lack of improvement in customer experiences.
The survey also revealed that nearly three out of four respondents would rather use self-service options to gain a positive citizen experience.
“Respondents have indicated that… they are looking for government to deploy the next-generation CX technology that offers both improved self-service functionality and security, similar to the experience offered by the private sector,” said Craig Abod, president of Carahsoft and a previous Wash100 Award recipient.
Individuals also shared their concerns about data security, with 23 percent of respondents worrying over the risk of being hacked and information privacy. Other citizen concerns include being scammed and having their data shared.
“This report highlights just how difficult it is to move the needle on citizen experience," said Abod.
