CX Leaders for Public Sector: Salesforce Roundtable

Connect citizens together through Digital Communities to exchange knowledge. 

Example: Trip Advisor style feedback enabling me to make better decisions and help others digitally

Using Task Automation to fulfill service requests and process information faster. 

Example: Automatically validate and approve submitted electronic forms

Enabling Self Service for citizens to help themselves.

Example: lodge a complaint or log a claim 

Using a Connected Platform to connect different data points to provide a unique citizen experience. 

Example: (fitbit) sharing health data with your GP

Using real time Data Insights to operate services with more timeliness and agility.

Example: can be used to analyse which services get the most complaints 

Improving existing services with AI to improve the citizen experience.

Example: using an online dispute resolution capability that applies artificial intelligence to determine a fair offer

Providing a personalised ‘push’ of key information to citizens.

Example: air quality alerts  for asthmatics

Using Apps and Mobile experiences to better connect citizens to services.

Example: Reporting graffiti and other issues back to councils