What role does mobility play in citizen engagement, and how are public sector organizations implementing it with success? This question was piqued yet again recently when Forrester released its annual U.S. Federal Customer Experience Index Report by Rick Parrish, with several insights about federal government customer experience. The report covers how some federal agencies have made progress even though the federal government at large lags behind the private sector, with mobile playing a key role.
Following Forrester’s recognition of the IRS for mobile innovation, we reached out to one of our government mobile leaders, IRS Director of Product Management of Online Services Andrea Schneider, to discuss the transformation her team oversaw and the role mobile played.
