Digital customer service — an oxymoron?

Citizen-service agencies are making strides into the digital landscape. They are embracing digital channels beyond email by offering web chat and establishing their presence on social media platforms such as Facebook, Twitter and YouTube. Some agencies have even established a presence on Pinterest and Instagram.

Today’s digital citizens want to independently access information and answers on-demand, at the click of a button and government agencies are working hard to give citizens what they want. But sometimes the best-meaning “digital service” can miss the mark.

While digital channels can be helpful in certain situations, they aren’t a good fit for every interaction. Citizen interactions that are unusual, complex or highly personal require a more in-depth encounter that most digital channels cannot provide. Read more.