Page 23 - FCW, May 2021

also embrace the other elements of the act, including adopting e-signatures, improving the customer experience and moving to shared services.
A single front door for customer interactions
Citizens, businesses and other government partners need a single front door — a place where they can engage regardless of where they are in their particular interaction.
That front door service should include everything they have done and everything they could do regardless of which agency, office, department or person is handling the interaction on the government side.
Many agencies are linking internal programs that are sequential or dependent on one another and building processes around those programs to unify the customer experience. That’s an important step in moving toward agency-wide
engagement. However, the ultimate goal is government-wide engagement.
It will take time to evolve, and clearly we can’t do all of this overnight. The best strategy is to start small within a program or agency and then build outward from there.
Thomas Saracene is senior director of digital transformation in the Global Public Sector at Salesforce.
Learn more at Carah.io/CX-Salesforce
Digital engagement should be informed by data and designed around the customer, not around internal processes.
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