White Papers

Getting the Full View of the Constituent Experience


This is the bedrock principle of feedback management, a holistic approach to combining data and automation to analyze users’ impressions of online government services. This approach helps agencies craft Voice of the Customer (VoC) programs that help them follow up on complaints, resolve issues and close the feedback loop
— laying the groundwork for improving contact center operations and motivating customer service agents.

Feedback management can tell agencies how they are doing at every step of the user journey. Moreover, well-designed surveys can show where to improve service on any channel — voice, email, chat, websites, messaging apps and more.

This report from the Center for Digital Government outlines four essentials to understanding and realizing the value of feedback management technology:

  1. The case for modernizing feedback management
  2. How to achieve a 360-degree view of constituents
  3. Modernization best practices
  4. What to look for in a feedback management solution