Citizen-Centric Strategies and Consulting

Design and accelerate your optimal citizen experience


Imagine if you could

  • Get a clear view of your current citizen experience across all channels and touchpoints
  • Design a CX and digital strategy that will increase constituent engagement and satisfaction
  • Define and enable the interactions, tools, and technology to accelerate your future-state CX
  • Provide the business case and prioritized roadmap for your citizen experience transformation.

Engaging experiences designed from the outside-in

All CX strategies start with an 'outside-in' focus and forget about what's 'inside'. Successful citizen experience (CX) strategies combine that focus with optimizing operational processes so governments can effectively deliver upon the optimal experience. We look across your entire ecosystem to design holistic CX and digital strategies that accelerate growth and differentiate you from your competition.

  • CX Maturity Assessment & Audit
  • Digital Strategy & Enablement
  • Experience Design
  • Target Operating Model
  • Value Mapping & ROI
  • CX Transformation Roadmap

CX Maturity Assessment & Audit

How does your experience stack up to your citizens' expectations?

Citizens are now more digitally connected than ever and have the same expectation of engagement from their government as they do from the private sector companies, they do business with. You need a way to continually increase engagement and deliver on your promises to them.

Our CX Maturity Assessment & Audit is a deep-dive into the holistic experience being offered to citizens today – and a measure of how effective each component is.


Digital Strategy & Enablement

How digital are you? How digital do you need to be?

As the world becomes more digital, your citizens expect a seamless digital journey. Your digital strategy and technology platforms play a critical role in providing consistent and secure interactions across multiple channels.

Our Digital Strategy & Enablement solution provides an in-depth assessment of your current-state digital capabilities and prioritized initiatives to enhance.


Experience Design

You won't get there if you don't know where you want to go

The first step to achieving your optimal citizen experience is to document your aspirations.

Our Experience Design solution storyboards the end-to-end ideal citizen experience, and designs the interaction points and workflows across the multiple channels.


Target Operating Model

It's what's inside that counts

Enabling the CX transformation impacts numerous operational activities making the optimization of those processes a key driver of success.

Our Target Operating Model solution validates and calibrates the end-to-end services in both the front and back office necessary to enable and sustain the new citizen experience design at scale.


Value Mapping & ROI

What is all of this worth?

To gain buy-in, maintain momentum and drive adoption, you need quantifiable proof points of value that your CX transformation will drive.

Our Value Mapping & ROI solution builds a business case that uses Lean principles to identify and ‘size’ critical drivers of value within the CX transformation that impact effectiveness, engagement, and cost savings.


CX Transformation Roadmap

Every journey begins with the first step​

With future-state experience and value creation defined, the transformation is set to begin – but the typical question is, "Where do we start?".

Our CX Transformation Roadmap solution provides a unique CX strategy and vision for the brand with a prioritized, capability-specific path forward, aligned to the agreed-upon timeline and implementation methodology.


Ready to kickstart and accelerate your CX transformation?

TTEC offers a comprehensive suite of citizen-centric services and solutions, including strategy, technology, systems integration, turnkey contact center outsourcing, agent training and onboarding.