Personalized government services

rabiakhatun

Entrepreneurs and owners of most Russian companies understand that retaining existing clients is usually cheaper and more profitable than attracting new ones. Therefore, modern businesses are actively developing special customer-centric strategies to strengthen ties with their consumers. A similar trend has also become active in the public sector in recent years.

Customer centricity is an approach in which an organization places the customer at the center of its strategies, processes, products, and services. The basic idea behind customer centricity is that meeting the customer’s needs and expectations should be a priority for the organization.

Let's look at some key aspects of why customer centricity is important today. Quality of services and products. Focusing on the consumer encourages companies and government content writing service organizations to analyze their customers' needs more closely. This helps create better and more relevant products and services. Government services that are focused on the needs of citizens can provide more effective services that will contribute to the development of society.



Customer centricity helps you establish closer connections with your customers – collecting feedback, analyzing it, and implementing improvements in real time.

In the public sector, customer centricity helps increase citizens' trust in government institutions

This can improve interaction between the state and the population, and make society more transparent and open.

The implementation of client-centricity principles is hampered by a lack of resources and technical implementation difficulties. The most common reasons include disparate communication channels and the lack of a "single window" system for citizen requests within a single organization. A large number of typical requests from the population today are addressed to solving standard questions of citizens, and this takes up almost 80% of the working time of government agencies. Therefore, a significant amount of resources are currently allocated specifically for processing incoming requests, but the efficiency of processing remains low.

From a technological point of view, this is also affected by outdated equipment, narrow functionality of current solutions, long and expensive integrations to modernize the current system. According to the study of import substitution in IT from Axoft, more than 48% of government organizations in 2023 experienced difficulties with the transition to domestic software, which were associated with both the incompatibility of software and hardware, and additional fees for integration.

At the same time, the population also faces problems related to the lack of information about existing communication channels in government bodies. A person is forced to look for contacts of a specific government organization each time, he does not have the opportunity to ask clarifying questions - the application submission system can be opaque and takes a lot of time to complete. Today, 65% of people prefer text channels, but the older generation - and this is a significant part of the population - still actively uses the phone. Therefore, it is important for organizations to ensure a presence in all communication channels.