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Building a Foundation of Trust in the Public Sector


Building a foundation of public trust in the government sector

By Shannan Hearne, Summit Technologies Marketing Specialist


The importance of public sector institutions has been emphasized by the uncertainty created by a continual onslaught of global crises. These organizations are responsible for delivering crucial services that strengthen economies, safeguard communities' health, and maintain national security. At a time when we need them most, public sector institutions are struggling to earn and maintain public trust.


Establishing and maintaining trusted relationships is essential for organizations across every industry, but it is particularly significant in government-consumer relations because the public's perception of a functioning, fair, and capable government directly impacts customer engagement.


Although public trust in government has been declining recently, its importance is rising, especially in times of crisis and rapid transition. Trust becomes more critical when there is a change, with 87% of people believing in its importance during these times. To meet the digital expectations of today's citizens, government organizations are taking new approaches to digital transformation and considering how to build and maintain trust.


To improve trust, customers demand government services that offer transparency, are easy to understand, use, and access. The public's trust in government is influenced by several factors, including the effective delivery of government services. Delivering consistently exceptional experiences builds a strong government-customer trust dynamic and helps public sector organizations better meet their customers' unique needs. 87% of respondents say that a great digital government customer experience would increase their degree of trust.


Building trusted and secure digital experiences has never been more important, especially in the context of the next technological wave. With the proliferation of IoT devices and greater access to data from anywhere in the world, new threat vectors for bad actors are a constantly growing global problem. Public sector organizations are required to meet some of the most stringent national and international security and compliance requirements in the world.


COVID-19 has changed the way people interact with their governments. The pandemic has accelerated digital transformation and customer experience initiatives, resulting in agencies rapidly expanding the availability of critical services via digital channels. Fifty-four percent of people surveyed now say it's easier to get help from the government online than in person. In this new paradigm, the customer experience is now primarily digital-first. Customers expect government agencies to prioritize securing highly sensitive data and demonstrating their competence and commitment to doing so.


Summit Technologies is your Salesforce implementation partner and our discovery process ensures we build a Salesforce solution for your government entity that incorporates everything you need, customized for your business model, and nothing that you don’t need.


Summit Technologies is a Columbus, Ohio based Salesforce Consulting Partner consisting of a talented and creative team of Salesforce certified Consultants, Developers, Analysts and Project Managers. We specialize in building innovative solutions for our clients within the Salesforce family of products including Sales Cloud, Service Cloud, Marketing Cloud, CPQ, Experience Cloud, Nonprofit Cloud, Education Cloud, Pardot, Field Services and Salesforce Communities. Summit Technologies strategic services solutions bring custom Salesforce technology to work for your business.






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