Key challenges impacting citizen experience

[seoofficial2723]

State and local agencies face a number of key hurdles canada phone number list in delivering seamless and efficient customer experiences:

1. Legacy systems and siloed data
Many agencies rely on outdated technology and fragmented systems that hinder smooth information sharing and slow down service delivery. According to NASCIO’s 2024 State CIO Survey, IT consolidation and centralization are top priorities for 49 state CIOs, underscoring the importance of integrated, seamless digital service management.2

2. High call volumes and long wait times
Limited staffing and increasing demand for services result in frustrating delays for citizens seeking assistance.

3. Complex and inconsistent processes
Citizens often struggle with navigating complex procedures, inconsistent service delivery, and unclear communication across different departments.

4. Limited digital and self-service options
Many agencies lack user-friendly digital tools, forcing residents to rely on phone calls or in-person visits rather than accessing services online.

5. Workforce shortages and burnout
Understaffed agencies and overwhelmed employees lead to slower response times and lower-quality customer interactions. With 54% of state and local governments anticipating their largest wave of retirements within the next few years, and 47% reporting it challenging to hire skilled talent, agencies must quickly learn how to do more with fewer resources.3

6. Managing tightening budgets
Agencies must balance modernizing services and efforts while often constrained by budgets. Without cost-effective modernization strategies, agencies are forced to prioritize short-term fixes over long-term innovation, leaving them unable to scale services efficiently. The challenge is not just about adopting AI and automation but finding a way to do so within existing financial constraints.

By addressing these issues with AI-driven automation, improved digital tools, and better data integration, agencies can significantly enhance customer experiences while boosting efficiency and reducing strain on staff.