In other words: through the citizen experience. Which is given by the sum of the individual moments of contact with public institutions. An individual experiences the presence of the State. The citizen experience takes the form of a long series of exchanges that are often. But not always, transactional: from identifying available services to obtaining or updating licenses. From requesting assistance to searching for information up to making a payment. A final key aspect to consider concerns the integration of classic marketing principles. Especially digital marketing) into the definition of citizen experience.
Typical elements of customer service and user-centered
Design are applied to the concept of citizen experience. Furthermore, in the citizen experience a similarity with the customer experience (CX) and the user experience (UX) is easily traceable. The citizen’s experience in the public sector can Belgium WhatsApp Number Data be similar to the experience that a customer gains in his interactions with private sector companies. At the same time, it is necessary to recognize the specificity of the citizen experience since the expected results are different and the reference values are also different. For public institutions, improving the citizen experience translates into.
Trust, citizen experience and citizen satisfaction
Citizen satisfaction has a decisive influence on the trust they have towards the State. And when citizens trust the advantages are evident. On the one hand, the likelihood that they will share their experiences increases, resulting in services that are actually Albania WhatsApp Number List relevant because they are constantly remodeled based on updated data. On the other hand, communities are more motivated to follow regulations at both national and local levels, which is particularly important when we think about those rules that protect vital common interests (for example, health guidelines). In general, citizens who have trust in institutions have a greater civic sense, are more aware and are able to make informed decisions that have repercussions on the entire community (this is the case, for example, with the exercise of the right to vote) .