Qualtrics’ latest solution advancing government web experience management is built for the government, by government and CX experts, to evaluate and enhance the overall website and customers’ post-transactional experiences.
Experience Management (XM) company Qualtrics recently unveiled a solution that modernizes access to federal, state, and local government services. Aptly called Government Web Experience solution, the platform is designed to provide comprehensive insights on content clarity, service friction points, program equity, and other factors that affect the customer experience journey when navigating government websites.
Commenting on the latest digital strategy to support U.S. government agencies, Corona Chief Information Officer Chris McMasters said:
“It’s imperative to put our customers – residents – at the center of our digital transformation efforts, starting with the optimization of their digital experiences with us. Qualtrics helps governments like ours make every digital project a catalyst for change in our organization.
“With modern, flexible technology to engage as many residents as possible in the channels they prefer, we can identify the most impactful areas to the customer experience. We’re at the beginning of our journey to optimize our website, making common services – like paying bills, making appointments, and providing feedback on our Downtown Revitalization Project – easier to locate and complete. We look forward to continuously redesigning and measuring success with diversity and privacy in mind,” he stressed.
Advancing Web Experience Management Across Governments
A recent Qualtrics and ServiceNow study revealed the increasing need for more seamless technology experiences for customers. The research demonstrated the inconvenience customers experience– most especially when accessing government websites– when resolving an issue, stating that 69% switch to multiple channels (live chat, phone, in-person) and have to go through a redundant process of information sharing every time.
Qualtrics’ Government Web Experience platform streamlines cumbersome online government transactions that utilize various technologies by offering a cohesive digital customer experience (CX) across government institutions. The new solution provides purpose-built dashboards for government to help them evaluate customers’ needs, essentially improving services to residents while supporting the institutions’ workforce. To ensure the right information is delivered to the right audience, the web experience management solution offers users three pre-designed views: Executive Summary, Overall Site Experience, and Transactional Experience.
The Government Web Experience platform adds to Qualtrics’ Digital CX solution portfolio, which more than 100 government organizations have been utilizing as a part of their digital transformation to scale accessibility to government services. The newest government solution from the SAP-owned company not only identifies friction points but also gathers feedback necessary for:
- Benchmarking for website performance
- Integrating CX with the current performance management plan
- Optimizing website structure and content
- Ensuring website redesigns or consolidations meet customer needs
- Prioritizing improvements and closing experience gaps
Insights gathered from the Qualtrics’ platform align with the Federal Office of Management and Budget (OMB) reporting requirements. The Government Website Experience solution boosts federal agencies’ CX strategies in adherence to the President’s Management Agenda and Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.
“Agencies need to look at the customer journey holistically when planning for transformation,” said Sydney Heimbrock, chief industry advisor for government at Qualtrics. “Digital is now table stakes, security is paramount, and accessibility and inclusion can no longer be afterthoughts when the mission is serving all customers. Insights gained from analyzing solicited and unsolicited data will help uncover areas most ready for rapid transformation and immediate impact. Leadership across agencies will be critical to redesigning customer experiences that better serve the public and our democracy.”
