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IDC PlanScape: Building a Digital Citizen Experience Strategy

IDC PlanScape: Building a Digital Citizen Experience Strategy

This IDC study discusses the aspects of building a digital transformation strategy for the citizen experience."Building an effective citizen experience strategy is both science and art. Building a digital citizen experience strategy within a digital transformation of a government agency or program requires both internal and external stakeholders' involvement including reviewing citizen interactions, citizen surveys, and internal organizational feedback. If done correctly, the citizen experience strategy will become the nucleus for executing a successful externally facing digital transformation." — Alan Webber, research director, IDC Government Insights


IDC PlanScape Figure
Executive Summary
Why Is Building a Digital Citizen Experience Strategy Important?
What Is a Digital Citizen Experience Strategy?
Purpose: The Reason the Organization and Program Exist
Assessment: Know Where You Are Before You Know Where You Are Going
Goals: What Areas Can Be Improved and How
Changes: What Changes Will Be Made, and What Effects Will the Changes Have
Measures: What Are Effective Measures That Indicate Change Toward the Desired Goals
Who Are the Key Stakeholders?
How Can My Organization Take Advantage of a Digital Citizen Experience Strategy?
Essential Guidance
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