Citizen Digital

For a behind-the-scenes look at the U.S. government’s digital transformation process, Eric spoke with Leslie Casson Stevens—industry advisor for the U.S. federal market at SAP, an enterprise solution software provider. She discusses the processes and challenges of having federal agencies as customers and how funding tech in the government should change.

Data is an integral part of digital government, and the United States recognizes that. In this episode, Eric speaks with Corinna Turbes, policy director at the Data Foundation. She discusses the current state of implementing the U.S. Federal Data Strategy, the role of data in improving customer experience, the Data Foundation’s recent report on customer experience and government experience success stories, and how to enhance customer experience through data.

What do customers expect and need from digital government services? Eric spoke with Chris Neff, vice president of marketing and research at Tyler Technologies, an international provider of digital and mobile services for government. Neff describes how Tyler Technologies engages with members of the public, how it assists the public sector with customer research, and what customers are looking for from the digital government services they use.

U.S. government services need to undergo some serious changes so that they can optimally function for Americans. These changes include putting thoughtful design into services and writing policies that are actually implementable. Eric spoke with Jennifer Pahlka, founder of Code for America and deputy chief technology officer under the Obama administration, to learn more about her ideas to modify the U.S. government so that it can successfully serve Americans in the digital age.

The public sector’s road to improving citizen and customer experience comes with hurdles—from disconnects between IT professionals and customer experience to a lack of permission to test digital services with users. How can governments overcome these hurdles? Eric spoke with Emma Gawen—a partner at Public Digital, who leads the consultancy’s public sector work in the Americas—to gauge her insights on the dos and don’ts of governments’ digital transformation journeys.

The United States has, over the past decade, focused on improving customer experience in public services, with the understanding that digital services are key to this improvement. So how well has the U.S. federal government fared in digital transformation? Eric spoke with Matt Schrader, director of government relations at Adobe, to learn more about America’s efforts to improve customer and digital experiences.

A new study from Delotte’s Center for Government Insights explores users’ experiences of government services around the world. In this episode of ITIF’s “Citizen Digital” video series, Eric speaks with Bill Eggers, executive director of the Center for Government Insights, about the survey’s findings and what different countries’ digital government services are like.

A Customer Experience Officer (CXO) is a C-Suite level executive in charge of the overall customer experience of an organization's products and services. Eric spoke with Ashley Laymon, the CXO at the Maryland Department of Information Technology, to learn more about her experiences in this role.

The city-state of Singapore is ahead of the curve in adapting and using technology to reap the benefits of digitization. In the first installment of ITIF’s new “Citizen Digital” video series, Eric speaks with Sara Espaldon, head of marketing and operations at Open Government Products, about the experimental tech unit’s efforts to digitize Singapore’s government services.