Page 51 - FCW, July/August 2018

DATA ANALYTICS CITIZEN ENGAGEMENT
In the world of Amazon and Uber, going digital is no longer an option. It’s mandatory for increasing relevance and engaging citizens for the long term.
• Test runs. One exercise that is eye- opening for many leaders is to step into the role of their customer. Don’t just imagine
it — try channeling a citizen journey by calling the front desk, going to your website or applying for a service you provide.
Step 3: Present your findings
During your exercise to map the citizen journey, you’ll notice common themes and
will likely be able to group experiences by type of citizen “persona.” Present those findings to your agency’s leaders and gain support for your efforts to enhance the citizen experience. That approach will ensure that you have the right cross- department collaboration.
Citizens’ expectations are changing. In the world of Amazon and Uber, going digital is no longer an option. It’s
mandatory for increasing relevance and engaging citizens for the long term. Citizen mapping is one of the best ways to identify where to invest your time and energy so that you’re meeting expectations for a modern digital experience.
Bonnye Hart is senior director
of customer success and digital engagement services at Granicus.
Technology for people who are changing our world.
4,000 public sector orgs use Granicus to connect with citizens
Granicus helps turn government missions into quantifiable realities. Granicus products connect more than 160 million people, creating a powerful network to enhance government transparency and citizen engagement. By optimizing decision-making processes, Granicus strives to help government realize better outcomes and have a greater impact for the citizens they serve.
Learn more at Carahsoft.com/IIG-Citizen-Engagement/Granicus
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