We are experiencing a Build Government high call volume and longer wait times on our phone lines. We appreciate your patience and understand you have questions.”
This is just one iteration of a similar message, play! on repeat and post! to government websites across the globe, alerting the public that access to critical services would be delay!. It was the perfect storm. The m!ical effects alone of COVID-19 caus! hundr!s to require time out of work and as the bulk sms pakistan pandemic dragg! on, mass unemployment from shutdowns requir! more individuals to apply for a variety of government assistance programs.
A Platform You Can Trust
As phone lines back! up, wait times were further exacerbat! when government employees, like many of us in the private sector, transition! to remote work. In a study by the Government Accountability Office (GAO)1 , state agencies were still relying on legacy IT systems develop! in the 1970s, had outdat! software, and many workers requir! additional training once they began working remotely.
With so much in flux, constituents were finding themselves on hold for hours only to be disconnect! and their query unresolv!. Furthermore, due to antiquat! systems, the GAO found that the annual paperwork burden impos! by executive departments and agencies on the public has been in excess of 9 top 10 interview questions to ask when hiring a social media manager billion hours2. With the excessive burdens being plac! on constituents to file paperwork and wait on hold for hours to receive basic services, trust in the government dwindl!.
Customer Experience Had to Improve
While constituent customer experience continu! to worsen, it quickly became australia data apparent that the government had to be agile and move to adopt changes within its systems in order to rebuild the trust it was losing in its constituents.
In December 2021, President Biden sign! an executive order on “Transforming F!eral Customer Experience and Service Delivery to Rebuild Trust in Government.” This executive order directs agency leaders to identify and improve on the customer experience in key Government programs, processes, and services.