Governments Looking to Increase Resident Experience through Technology

President Joe Biden’s executive order on transforming federal customer experience and service delivery to rebuild trust in government brought attention to improving digital resident services. This prompted government agencies to adopt technology that helps them better understand residents’ experiences with their government and the government workforce experience.

Technologies and solutions adopted include those provided by Qualtrics. For example, Qualtrics CustomerXM solutions enable real-time experience insights, capturing feedback wherever it's being shared, and Qualtrics EmployeeXM solutions enable leaders to manage experiences across the employee lifecycle, delivering recruitment, engagement and retention results.

As a result, Qualtrics saw its biggest quarter in government yet with dozens of U.S. government agencies, including the U.S. Census Bureau, the state of Missouri and the state of Utah, selecting Qualtrics solutions in the third quarter of 2022.

The U.S. Census Bureau expanded its DesignXM program with additional capabilities to support its high frequency, rapid response and panel management initiatives, as well as to support employee engagement and retention research. DesignXM combines experience feedback, sophisticated research methodologies and analytics in a single platform. With DesignXM, the Census Bureau better understands the impact of the economy, employment, health and education on the country and residents.

The state of Missouri set a goal to streamline the state's customer experience data collection and analysis across executive agencies on the Qualtrics XM platform. It selected Qualtrics for its statewide modernization program to improve the customer experience of its more than 6 million citizens. Qualtrics gathers feedback at key moments of service across physical and digital channels, including on government websites, via QR codes and from tablet kiosks at service offices.

The state of Utah expanded its relationship with Qualtrics to create a customer experience vision that focuses on ease of use, consistent service and trust building with constituents. The Utah Department of Alcohol and Beverage Services was an early adopter of experience management because leaders knew they needed to engage customers to learn how to improve and empower staff to resolve experience gaps.

“There is no improving trust in government without governments investing in technology to modernize and better serve residents,” said Dr. Sydney Heimbrock, chief industry adviser for government at Qualtrics. "We all want to feel seen and heard, and the Qualtrics platform enables that in an effective, scalable way.”

The same applies to every business – without investing in the right tools and technologies, companies have little hope of understanding customer needs and preferences, or delivering exceptional experiences. In a digital world, technology is a differentiator.

Edited by Erik Linask