In a recent Maven Wave blog, we explained an important concept in today’s digital world: citizen experience, which is defined as “the interactions between government and citizens across multiple channels that create mutual value.”
In the blog, we also discussed how the COVID-19 pandemic accelerated the global citizen adoption of digital tools in both the public and private sector. At a rapid pace, employers, retail businesses, and many service providers became digital transformers and pivoted to heavy use of digital tools to enable people to function and get essential services. This also occurred in the government sector as state and local officials created innovations — such as holding court hearings via online video conferencing and creating web portals for COVID-19 vaccine scheduling — to give citizens access to critical resources and services.
But the truth is, this concept extends far beyond the minds of the tech-savvy innovators who moved the digital needle forward during the pandemic. Citizen experience is a concept that has likely been top of mind for many of our government officials, urban planners, and economists — people making critical decisions every day in an effort to provide a truly enriching citizen experience.
So, why does citizen experience keep city officials and urban planners up at night? Here are three major reasons:
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