Our partner, Salesforce, recently released a thorough and impressive “State of Service” report. We highly recommend you check it out. But, if you don’t have time get through the full 35 pages, we’ve distilled it down to the highlights.


#1 Citizens want Individualized Access across Channels.

In the traditional customer service model, communication channels were limited. But, as the channels of communication grow, citizens want that same level of access to their local government – in person, online, by the phone, on Facebook and Twitter and other social channels, and of course via a mobile app. The service delivery leaders across industries personalize that service and connect where citizens are already interacting.

#2 Empowered Employees = Better Service

Rules and processes are key for your organization to provide solid, standardized support. But, it turns out that the every rule in the book has an exception. And for this reason, your team needs to know that when it’s appropriate they have the power to step in and take action.

As a result, the top performing service teams are 3.5X more likely than under-performering teams to report that their service agents are completely empowered to make customers happy, and 2.5X more likely to be heavy tech adopters.

Top Service Employees 3.5X more empowered to make customers happy & 2.5X to be tech adopters. Click To Tweet

#3 Proactive Service Can and Should be Achieved

Service shouldn’t be thought of as only reactive. With the help of smart technology, service organizations are enabled to anticipate needs. By extending municipal IT to citizens’ context aware mobile devices better outcomes can be achieved. Here are a few examples of pushing out proactive services:

  • Alerts about Power or Water service outages
  • Smart parking meters with customer reminders
  • Location-aware messaging

#4 Self-Service is Surging

Self-service isn’t intended to replace or remove your customer service team. Instead, we should be discussing and framing self-service as an additive approach to handling more inquiries with limited resources.

The leading service deliver organizations are 11X more likely to create and manage online communities and 4X more likely to maintain self-service portals. By creating these destinations, customers are able to self-segment themselves to choose the support destination of their choice, while your organization can shift certain support issues away from the telephone or walk-in. As a result, we’ll continue to see the top service organizations continue to invest int these functionalities.

Best orgs know embedding service in mobile app creates more personalized customer experience. Click To Tweet
High Perfomers Lead the Shift to Service via Mobile Apps


Local governments know that the modern citizen craves service in a variety of formats and communication channels. To keep up with this expanding demands with limited resources, the top performing organizations will look to technology to facility and streamline better service. How as service changed in the past 12 months at your organization, and what changes do you have planned for the next 12 months? Share your thoughts below.