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Gartner: Governments prioritizing citizen service management over traditional CRM

2 Mins read
Citizen service

Government CIOs looking for platforms with integrated, end-to-end capabilities for multichannel service delivery and facing challenges with siloed processes or underperforming applications should look beyond individual application to citizen service delivery solutions. Therefore, CIOs must adopt a holistic service management and delivery approach to fulfill their mission. The citizen service management domain offers solutions tailored to a citizen-first strategy, helping governments achieve their mission priorities by providing capabilities that support modern citizen services delivery, citizen insights, and citizen engagement.

Integrated Capabilities for Enhanced Citizen Services

Citizen service delivery solutions encompass the foundational capabilities of traditional CRM and digital experience platforms, while also integrating citizen insights and engagement. Key elements of these solutions include:

  • Managing and Connecting Systems: These solutions provide a connected service catalog for citizens and support seamless integration of front-end and back-end systems. Unifying citizen profiles and histories improves the citizen experience and empowers employees to better manage content and understand citizen needs through experience and workflow analytics.
  • Connecting to External Services: They support and manage services across various channels and interaction points, facilitating data aggregation and collaboration with partners and stakeholders through integrated processes and services.
  • Providing Information: They help citizens search for information based on their persona and journey, enhancing their overall experience.
  • Managing Total Experience: These solutions consider end-to-end capabilities for both citizen-facing and employee-facing aspects of service delivery, making data-driven decisions to enhance user experience across different channels.

Unified Citizen View with Insights Solutions

A citizen insight solution focuses on data management and governance through citizen data platforms and master data management. Key capabilities include:

  • Managing Data Stewardship and Governance: These solutions centralize data collection, unifying citizen profiles from disparate sources. They provide a single, unified view of citizens with access to precise, comprehensive, and privacy-compliant data for employees. This includes syncing citizen service preferences across multiple services, devices, departments, and ecosystem partners such as suppliers, products/services, and assets.
  • Streamlining Citizen Services: These solutions enhance data management, ensuring that citizen profile data, transactional events, and analytic attributes enable more personalized and informed decisions with empathy. This integration supports data-driven decision-making, consent management, and segmentation with robust data governance and quality features.

Enhance Interactions with Citizen Engagement Solutions

Citizen engagement solutions focus on feedback and follow-ups that enhance citizen service management and delivery. Key capabilities include:

  • Collecting Feedback: These solutions integrate and unify direct, indirect, and inferred feedback collection, analysis, distribution, and action into a single platform. They gather feedback from surveys, panels, focus groups, and indirect sources such as text, video, and sentiment analysis, helping to understand and improve the citizen experience.
  • Following Up with Actions: Beyond satisfaction surveys, these solutions trigger follow-up actions in other applications based on the feedback received, ensuring continuous improvement in citizen services.

Author bio: Apeksha Kaushik, Principal Analyst at Gartner

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