Trust by design | Public trust starts with the service experience

When you have an interaction with the government agency, they're calling in for a high stakes reason. Right? So you have disaster relief, health issues, benefits, and so when a CX interaction goes wrong, it's much more deeply felt versus a commercial interaction. If you have a bad experience from a commercial perspective, you might lose a customer. But when you have a similar experience within the agency, it really erodes the trust and the validity of the agency itself. When experiences are confusing or they're slow or their questions aren't answered, that's when citizens can really lose confidence in the trust of the government. They base their opinions off of whether or not they need help and they got that help. So whether it's, you know, looking for a housing application status, if they are looking for any type of assistance, they actually rate their experience based off of that. Historically, citizens have wanted to be able to call and have somebody answer. And, you know, to be able to build trust in, we have self-service tools. We can provide your answer without speaking to an agent, that you can trust and you don't have to talk to somebody to be able to do it seamlessly, is very important. And when they trust the process, the tools they're given, and they get the right answer the first time or quickly, that makes all the difference in the world. They'll want to use it again. And when they can't get the answer through self-service or a website, being able to get them to where they need and get the answer for them quickly, whether it's over the phone or in person, it's very important. So building that holistic customer experience gives the taxpayer, the citizen, trust that they're going to get the service, the benefits, the answers that they need, and they're going to get them as quickly as possible. People don't have a choice of how they interact with the government. So having a good constituent or customer experience for them, whether that is through a digital channel, speaking to an agent, any kind of self-service with anything that's seamless, smooth, right, that helps build trust with that constituent to move forward because they are relying on you. The public has to use the federal government services trying to renew a passport, file your taxes. You can't pick your provider. You can pick somebody to help you with it, but you have got to go to whatever federal agency that is. And it's so important that they trust that their data is being protected. At TTEC, we're really responsible about security, and we build security in from the start. And we keep your data and your customers' data protected. Trust in those interactions in the CX experience is a culmination of a thousand good experiences versus a single bad interaction, which can negate the good work that is done.