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Industry research has identified the following as driving customer service improvements in government organizations:

  • Regulations, policies or mandates - 42.8%
  • Commitment and support from senior leadership - 54.1%
  • Internal customers who use your organization's services (employees) - 36.5%
  • External end users of your organization's services (citizens, businesses, etc) - 63.5%
  • Private sector technology innovation - 25.2%
  • An increasing mobile workforce - 32.7%
  • Other - 11.3%