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.
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