Interacting with government used to mean waiting in line or on hold for an eternity. Now agencies have mobile, tablets and everything in between. But making sure all the communication is seamless hasn’t been easy. HighPoint Global, an Indianapolis-based Citizen Experience firm, has been helping federal agencies figure it out since 2006 and has seen revenue jump from $1.5M to $100M in the past few years. The firm, which has a large presence in Reston and Baltimore, uses analytics to study each individual interaction and training to improve the experience.
CEO Ben Lanius says the company has worked with HHS contact centers where people call in with questions about the Affordable Care Act and Medicare. This year the big push is to do this type of work for GSA and VA, agencies that have said they’re working on better customer experience. HighPoint’s recent white paper on consumer trends found that 39% of people prefer mobile devices to interact with government agencies, a huge jump from five years ago. At least 74% use three different channels to interact with organizations and 65% of consumers want it all to be seamless between their mobile device and the desktop.
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