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When customers need service, they expect leading organizations to know their background and anticipate their needs. It is not unexpected that when those same consumers interact with government, they would appreciate a similar experience.


  • With next-generation citizen service solutions able to integrate disparate data sources, merge customer profiles, and incorporate external unstructured data sources such as social media, the opportunities exist for governments to not only improve delivery efficiency but also enhance client satisfaction.

Features and Benefits

  • Analyzes why citizens continue to prioritize access to a human service agent for complex requirements.
  • Learn why agencies need to mature their engagement strategy from "mobile first" to "intelligent mobile first."

Key questions answered

  • How can governments improve delivery efficiency and enhance client satisfaction?
  • How can agencies develop a citizen engagement strategy that is citizen-centric, rather than program-centric?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for agencies

Providing services to citizens

  • Methodology
  • Government services are often "mutually non-contestable"
  • Government is not always that different
  • How does government compare to other sectors?
  • Citizen relationships must be holistically managed rather than siloed
  • It is more than mobile – it is smart mobile
  • Citizen preferences for dealing with government
  • Security and privacy concerns remain critical


  • Methodology
  • Further reading
  • Author

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