New Citizen Expectations: Smartphone Generation

Smartphone enabled citizen

In this interview with Bill Annibell of Sapient Government Services, Bill outlines how citizen to government engagement processes have had to change. To some extent it’s about the smartphone. To another it’s about much greater citizen expectations.

But delivering service, given these expectations, is challenging.

Bill outlines how too many government requests are for technology solutions rather than solutions that enrich the relationship between citizen and government entity. He talks about how so many government processes are separated and distinct rather than joined-up.

Bill makes a strong case for joined-up thinking and about all levels of government getting together to think about things from citizen perspectives.

Bill covers quite some ground in this interview…how he uses research to better understand customer need, how some levels of government ‘get it’ better than others. He talks about 18F, FedRAMP, and Generation Y.

Great insight from someone who understands how citizens and government can work better together.

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About the Author

Jeffrey Peel
Editor, Citizen20Series and MD, Quadriga Consulting.I am responsible for all site content and have overall responsibility for site editorial, as well as site membership.
  • Dan Course

    We’re very lucky in the UK to have the @gdsteam re-devving all our .gov sites. I think the next evolution will be moving from not just external improvements for citizens to internal staff setting up their own workflows with the data.