Better constituent service begins with better connections Effective communication is the cornerstone of good governance. It shapes citizen perceptions and engenders trust. Not long ago it was simple; most government communications were one-way, paper-based interactions. Today widespread adoption of digital technology has transformed citizen expectations. Innovative companies like Amazon and Apple have set a new standard. They’ve raised expectations for convenience and self-service, and made businesses and consumers increasingly comfortable with engagement through digital channels. The citizens you serve expect your agency to deliver the same kind of digital experiences they get from their everyday online interactions. They want personalized communications and easy, seamles

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