Delivering on the Promise of Digital Government: Part 2 Scaling Services with a Hybrid Workforce

Constituents and employees expect digital interactions with government to be easy and convenient. Now more than ever, efficient management of customer support representatives – a limited and high-value resource in state and local organizations – is critical to address the surge in constituents’ seeking government services.

To help government IT leaders understand the power and the potential – and the pitfalls – of enabling anytime, anywhere services, Government Technology is partnering with Genesys on a series of four lunch-and-learn webinars on critical aspects of successful digital government. Part 1 of the series explored how digital engagement improves the citizen experience.

Now, in Part 2, we’ll look at the tools agencies can use to improve the contact center experience for employees and enable them to support constituents with empathetic service delivery.

This installment will cover:

• Strategic approaches for hybrid work, including CX engagement requirements, security and compliance
• Tools to enhance the employee experience, leading to lower attrition rates and better customer service
• Practical implementation supporting empathetic engagements such as self-service, artificial intelligence, chatbots and other tools