Between Citizen Experience (CzX) and Governments
Citizen Experience (CzX) refers to the touchpoints between citizens and government services. These touchpoints can be direct or indirect, controllable or uncontrollable, and can occur through various communication channels such as in person, by phone, mail, or online.
The significance of User Experience (UX) is important in improving touchpoints involving technological artifacts, such as websites or self-service technology. Many notions discussed when we discuss the concept of customer experience can also be applied to Citizen Experience. For instance, some touchpoints are direct, indirect, controllable, or uncontrollable.
Governments need to make sure that all their services are available to all citizens and that all of them are capable and able to interact with its public servants. Furthermore, security and confidentiality of personal information are of utmost importance.
A prime example of a government touchpoint is the renewal of a driver’s license. The citizen may receive an initial bill by email or mail, then choose to pay in person or online. If paying in person, they will interact with government service representatives, ask questions, complete forms, and pay with their credit card. If renewing online, they will complete the required forms and pay with online payment system.
By prioritizing Citizen Experience and improving touchpoints with government services, governments can better serve their constituents and build trust with their communities.
This article is written with reference from a course that focuses on the theme of Citizen Experience (CzX) in Introduction to User Experience in HECMontrealX.
