{"id":49864,"date":"2021-12-02T10:00:17","date_gmt":"2021-12-02T18:00:17","guid":{"rendered":"\/us\/en\/blog\/?p=49864"},"modified":"2022-12-30T05:14:41","modified_gmt":"2022-12-30T13:14:41","slug":"the-role-of-customer-and-employee-experience-in-government","status":"publish","type":"post","link":"\/us\/en\/blog\/the-role-of-customer-and-employee-experience-in-government\/","title":{"rendered":"The role of customer and employee experience in government"},"content":{"rendered":"<p><b>Highlights:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Why delivering great customer and employee experience is important for government agencies<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How government agencies are underdelivering\u2014and why it matters<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Future-fit: The role of technology in delivering better experiences<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\udc40 \u200a\ud83d\udc40Why do 56.7% of state and local agencies surveyed feel their citizen engagement and communications are very important? Grab our government research report to get the whole story.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/state-local-government-communications-and-collaboration.pdf\" data-id=\"69dc93be81d9c\" id=\"69dc93be81d9c\">\n\t\t<button tabindex=\"on\"  on=\"tap:69dc93be81d9c.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the report<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 \u200a\ud83d\udc40  Learn how the public sector is moving to cloud communications to more effectively support their new hybrid workforces and better meet the expectations of the communities they serve.<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-02213\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Get some answers\">Get some answers<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69dc93be81d9c.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">There\u2019s a lot of talk in the private sector about creating \u201ccustomer obsessed\u201d cultures to help companies win business and loyalty over their competition. Similarly, as entities grapple with<\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-great-divide\/\"> <span style=\"font-weight: 400;\">the \u201cGreat Resignation\u201d<\/span><\/a><span style=\"font-weight: 400;\">, they\u2019re increasingly focused on the employee experience in order to stem a potential tide of workers leaving their jobs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These issues are currently top of mind in the corporate world, but the notions of customer and experience have long been the domain of the private sector. In a<\/span><a href=\"https:\/\/go.ringcentral.com\/govloop-forrester-6-drivers-of-the-employees-experience-registration.html\"><span style=\"font-weight: 400;\"> new webinar that we recently held together with GovLoop<\/span><\/a><span style=\"font-weight: 400;\">, we explore why government entities at all levels also cannot afford to give short shrift to how citizens and employees engage with their services.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_orange\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"620\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/government-employee-customer-experience.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\">Delivering on your mission: 6 drivers of the employee experience<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-453797002\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-453797002\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 19.6411 134.593 22.697C134.593 25.7529 136.619 27.3411 139.55 27.3411C141.826 27.3411 143.323 26.3721 144.133 24.8145H144.288V26.9529H147.716V17.4802C147.702 13.8276 145.833 11.6299 141.313 11.6299ZM140.58 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href=\"https:\/\/go.ringcentral.com\/govloop-forrester-6-drivers-of-the-employees-experience-registration.html\" class=\"view-all view-all-brown\" data-dl-name=\"Watch webinar now\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Watch webinar now<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-453797002\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-453797002\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b>Why experience matters<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">It\u2019s not hard to understand why delivering great experiences may not be an explicit priority for government agencies. When it comes to public services, government bodies don\u2019t have to compete for consumer business: if an individual wants to, say, renew their driver\u2019s license or apply for unemployment benefits, it\u2019s not like they have a range of options to go through.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As far as employees are concerned, it\u2019s often assumed there are different motivators at play than in the private sector. Indeed, the chance to make a difference is often touted as a<\/span><a href=\"https:\/\/gogovernment.org\/pros-and-cons-of-working-in-government\/\"><span style=\"font-weight: 400;\"> top reason to work for the government<\/span><\/a><span style=\"font-weight: 400;\">. But government agencies can\u2019t afford to be complacent about fostering engaged, empowered workers who take pride in their work.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For public entities, customer and employee experience may not play the same role as they do in the private sector. But they can have significant effects on impact and outcomes on agency performance due to their influence on behavior.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Research from Forrester found that a great customer experience (CX) drives better compliance, engagement, advocacy, trust, and forgiveness from consumers. Delivering a great employee experience (EX), meanwhile, improves productivity, resilience, and pride.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b>Government agencies are underdelivering<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">While it\u2019s not difficult to see how these individual indicators roll up to better overall performance for a government body, agencies are falling short.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In Forrester\u2019s US Customer Experience Index for 2021, the federal government\u2019s CX score\u2014a measure between 0 and 100\u2014averaged 62.6, the lowest of all verticals and 10.7 points behind the private-sector average. (Forrester includes the 15 federal agencies and programs with the largest public footprint in its scoring for government.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">EX is lagging too. In all three pillars of employee experience Forrester measures in its Employee Experience Index\u2014empowerment, inspiration, and enablement\u2014government agencies ranked at least five points behind the private sector.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These metrics significantly influence real-world outcomes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, just a one percent increase in CX score is associated with:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">2% improvement in compliance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">2.5% more information-seeking behavior and 3% improvement in applying behaviors, such as signing up for benefits<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">4.5% improvement in advocacy<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">3% improvement in trust<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">3% improvement in forgiveness when an agency makes a mistake or falls short<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Forrester also sees marked differences between engaged employees\u2014often those who reap the benefits of a great EX\u2014and disengaged workers:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">97% of engaged workers say they make daily progress on their most important work, compared to 24% of disengaged workers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">99% of engaged workers plan to stay in their job for the next year compared to 18% of disengaged workers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">99% of engaged workers say they are proud of their job, compared to 18% of disengaged workers<\/span><\/li>\n<\/ul>\n<h2><b>Future-fit: The role of technology in delivering better experiences<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">So how can government agencies at all levels improve the experiences they offer customers and employees, and drive better outcomes at the same time?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While there\u2019s no simple answer, technology is the backbone of CX and EX alike. But delivering better experiences requires deploying technology not for the sake of it but for its ability to meet the current and future needs of all end users.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s where a future fit strategy comes in. A future fit strategy encompasses an agency\u2019s platforms (the technologies it employs), its IT policies and procedures, and its partners and vendors, with the goal of implementing tech that is adaptive to changing or future needs, creative in that it emotionally engages stakeholders, and resilient in the event of unforeseen disaster or outage.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With a future-fit technology strategy in place, a government can efficiently address the needs of citizens and employees regardless of what obstacles may be standing in the way\u2014and deliver a great experience every time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/01\/government-predictions.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\"><\/span><b>UP NEXT: 6 public sector predictions for 2022<\/b><span style=\"font-weight: 400;\"><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-574703929\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-574703929\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 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0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/public-sector-predictions\/\" class=\"view-all view-all-white \" data-dl-name=\"Read the blog\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Read the blog<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-574703929\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-574703929\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b>Is your agency providing quality experiences?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Work is undergoing a transformation. Like other entities, government agencies are grappling not only with delivering great experiences\u2014but delivering them in a hybrid world.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Watch our new on-demand webinar, <a href=\"https:\/\/go.ringcentral.com\/govloop-forrester-6-drivers-of-the-employees-experience-registration.html\">Delivering on your mission: 6 drivers of the employee experience<\/a>,<\/span><span style=\"font-weight: 400;\">\u00a0now to learn more about how experience drives outcomes and best practices for great customer and employee experiences as the public-sector workforce evolves.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Why delivering great customer and employee experience is important for government agencies How government agencies are underdelivering\u2014and why it matters Future-fit: The role of technology in delivering better experiences \ud83d\udc40 \u200a\ud83d\udc40Why do 56.7% of state and local agencies surveyed feel their citizen engagement and communications are very important? Grab our government research report to &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49865,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[43191],"tags":[743,8764,970],"class_list":["post-49864","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-government","tag-customer-experience","tag-employee-experience","tag-government"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The role of customer and employee experience in government | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"To improve customer and employee experiences, government agencies need to provide the right technology, tools, and management support to employees.\" \/>\n<meta name=\"robots\" content=\"index, follow, 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