Government agencies are increasingly using a broad spectrum of digital channels to engage constituents and to provide better services. The end goal is to replicate consumer experiences in the private sector which are digital by design, mobile first, and highly personalized to address particular needs.
But to create a true digital government, it’s not enough for agencies to simply put their content online and expect citizens to find what they need. If only it would be that easy. Agencies need to personalize messages and create one-on-one interactions through online, social, and virtual personal assistants.
It’s clear that today’s mobile citizen wants access to services and solutions anytime and anyplace. Engagement by way of social media and intelligent virtual assistants empower constituents with the ability to learn, share, interact, and let their voices be heard – all in real-time.
So, how can government meet these ambitious digital milestones? To plan for success, government agencies should consider using digital engagement to:
Establish a reputation of excellence. By leveraging social platforms like LinkedIn and Facebook, agencies can highlight positive messages, promote innovative campaigns, and gather feedback about initiatives and concerns.
Better serve constituents. By adopting digital technologies like Twitter, for example, government can balance responsiveness and contain costs – while improving citizen services and becoming more responsive to evolving citizen demands.
The good news is that government is catching up…but it still has a way to go. Oracle is actively trying to help bridge the gap. The company will be one of five vendors participating in an open-sourced pilot to guide dozens of federal programs to make public service information available to consumer Intelligent Personal Assistants (IPAs) for the home and office, such as Amazon Alexa, Microsoft Cortana, Google Assistant, and Facebook Messenger.
The pilot, launched by the GSA’s Emerging Citizen Technology Program, will cover issues ranging from privacy, security, accessibility, and performance to how citizens can benefit from more efficient and open access to federal services.
While constituents likely won’t notice when their experience is successful and pleasant, they will notice when it’s not. To learn more about government’s efforts to accelerate digital transformation, read Oracle’s whitepaper: Building Government for the 21st Century.