Delivering on the Digital Experiences that Drive Efficiency

State and local governments have invested in online services for years. Despite that, recent Governing Institute research shows they still are not achieving the most effective customer experiences and efficiencies. In May 2017, the Governing Institute examined three citizen and business-facing services across the 50 states to assess areas relating to engagement and user experience. The Institute then developed a customer experience maturity model that identifies states that are leading, emerging or lagging when it comes to an effective digital experience. This paper highlights the research results and offers insights from government experts to explain the specific advantages states with some of the most mature digital experiences are enjoying. It also discusses how emerging and lagging states can boost their digital prowess to reap similar rewards.