Public entities are often short on resources, leaving their citizens feeling ignored, invisible, or underserved.
As a first step towards remedying this issue, state, county, and local governments should identify the top issues that contribute to the majority of support requests. These might include public safety, public health (such as mass vaccination), human services, or social services. Once the major support themes have been identified, start taking steps towards modernizing the support experience.
For example, the suburban Georgia community of Johns Creek has over 84,000 residents who need support on everything from traffic patterns to upcoming events and zoning codes. By leveraging new technology and developing a holistic strategy for customer support, they were able to modernize their contact center to answer constituent inquiries faster and more efficiently using Amazon Connect and Amazon Alexa.
If your organization has been granted investment capital as part of COVID-19 response and recovery, consider transformative initiatives like revamping your contact center—a positive step towards enhancing your citizens’ experience and building their trust now.
