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TECH BUYER Jun 2016 - IDC PlanScape - Doc # US41525916

IDC PlanScape: Building a Digital Citizen Experience Strategy

By: Alan WebberProgram Vice President, Customer Experience, Massimiliano Claps, Adelaide O'BrienResearch Director, Government Digital Transformation Strategies


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



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