Granicus provides strategic support and tools to help agencies engage citizens through digital communications. In a recent interview with GovLoop, Duckwitz explain how state and local agencies can create better services through a target, multi-channel approach to engaging with citizens. From renewing their driver’s license to filing their feral tax return, citizens expect a full range of services from their government.
Agencies ne to figure out how to
Ensure each touchpoint meets growing citizen expectations and aligns with their organizational mission. For government communicators (the people who interact with customers and provide these services), the biggest challenge lies in “owning the touchpoints within your sphere of influence and ensuring collaboration with other departments within the agency,” Duckwitz said. For agencies aiming to improve the customer experience.
The first step is to clearly define their
Desir outcomes and priorities. These range from increasing public awareness and increasing citizen engagement to transforming overseas chinese in worldwide data online services. Next, agencies should expand their reach and strive to stay ahead of the digital communications curve.
Ask yourself if you are providing
The public with as many opportunities as possible to connect with your agency,” Duckwitz said. “Communicate through social mia, make it them being active users of social networks easy for people to find and access services on your website, and proactively follow up with constituents. The third step is to increase citizen engagement, which means identifying the right channels to connect with your audience and choosing the right types of content.
This means personalizing communications,
Relatable imagery to drive your agency’s desir out. Icomes. Using data analytics — such as testing email open rates at different times of day, or ass. Iessing whether people navigate to the right tools on your website bas on the information tg data they rec. Ieive via email or text message — also plays a key role in helping to iterate content and make comm. Iunications more effective over time.