The companies will reveal the study’s full results at the 49th Annual IT Solutions Management Conference.
Here are five insights:
1. Of those surveyed, 71 percent reported their agency has a pointed focus on citizen engagement.
2. The study highlights why the contact center is a crucial factor of citizen engagement modernization, as it offers opportunities for front-end environments where citizen engagement occurs.
3. Sixty-two percent of state respondents emphasized the contact center plays a pivotal role in citizen engagement.
4. Thirty-one percent of health and human services respondents noted data sharing capabilities represent the greatest management solution needs.
5. Twenty percent of health and human services respondents also reported digital help and information as a citizen need.
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