Government agencies interact with millions of citizens every day. Each exchange is a chance to better understand people and their needs, but too often, these moments are treated as quick transactions. For decades, agencies have focused on measuring customer experience (CX) through speed and efficiency: shorter wait times, faster claims, and quicker issue resolution. While important, these metrics capture only part of the picture.

The real potential lies in using CX data to move from reactive to proactive service through anticipating needs, spotting trends, and shaping smarter policies. This shift requires more than better analytics; it calls for an intelligent, adaptive service model that learns and evolves in real time to improve citizen outcomes.

This e-book from Maximus examines how agencies can use intelligence-driven CX to enhance operations, achieve stronger mission results, and improve citizens’ quality of life.