The coronavirus pandemic has required nearly all organizations—from restaurants to schools to banks—to drastically rethink how they deliver services. It has been the same for government. The pandemic shuttered federal field offices, disrupted contact center operations, overwhelmed some online systems serving the public and moved many employees to full-time telework.
Federal agencies adjusted quickly to this new world, finding innovative ways to interact with their customers. And while trust in government remains near an all-time low, according to the Pew Research Center, providing better experiences for customers who interact with government will help rebuild that trust.
