For Its Inaugural Digital-Government Award, BCG Has Recognized Denver Pocketgov for Offering Citizens the Best Digital Experience
In The Boston Consulting Group (BCG)’s inaugural GovCX Awards, judges have honored Denver pocketgov for ensuring that users are at the center of the service design. The services available to users are offered on the basis of users’ personal details or—if they have not logged in—on the address or location they provide. Denver pocketgov’s ability to engage users on an emotional level, its ease of navigation, and its intuitive design were other factors that contributed to the award.
Engage Victoria, a government consultation and engagement portal of the State of Victoria’s Department of the Premier and Cabinet, and the Portugal Participatory Budget website, a platform that gives citizens a say in where and how money is spent, were also recognized as highly commendable finalists in the GovCX Awards. These services were deemed notable for their consistency in design and presentation, impact on citizen engagement in government consultation, accessibility, and innovativeness.
Miguel Carrasco, a BCG senior partner and an organizer of the GovCX Awards said, “Improving the citizen experience is getting more and more attention, and in recent years, many governments have made significant progress in the design and delivery of digital services to meet their citizens’ needs. By identifying and celebrating the best citizen experience, GovCX aims to inspire other governments along the way.”
The Importance of the Citizen Experience in Digital Government Services
2017 BCG research shows that, on average, 40% of citizens access digital government services at least once a week and that this rate is growing. The same research found that 60% of government service users experience problems accessing digital government services.
“While use is increasing, so, too, are citizens’ expectations that government services should be seamless, convenient, and tailored,” said Carrasco, adding that “a poor digital experience can contribute to citizens’ declining trust and erosion of confidence in government’s legitimacy.”
About GovCX Awards
In recent years, many governments have made significant progress in their delivery of digital services designed to meet their citizens’ needs. GovCX is a first-of-its-kind global initiative aimed at acknowledging and celebrating governments that offer their citizens great digital user experiences. GovCX accepted nominations from users of government services worldwide from mid-November 2017 through February 22, 2018.
The panel of leading experts BCG assembled to judge the GovCX Awards included Gerd Schenkel, founder and managing director of BGA Consulting; David Heacock, CEO of Cybertrack; Marla Mitelman, experience design director at BCG Digital Ventures; and Grantly Mailes, a BCG associate director. They assessed the diverse range of submissions on the basis of intuitiveness, information and search quality, visual and emotional appeal, and innovativeness and creativity of the digital government service.
Find out more about the winners here https://youtu.be/lTlxLaAGvtM.
To find out more about the awards, please visit www.govcxawards.com
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