Creating a Seamless Online Experience for State Residents

The primary customer of a state regulatory agency is the state’s residents, including license holders, the general public using services, complainants, and others. Residents expect a consumer-like, self-service online experience with user-friendly tools, on-demand services, and “immediate” results.

When an agency has a poor (or non-existent) online experience, it can negatively impact residents’ and other stakeholders’ opinion of that agency (and, indirectly, their opinion of the state government). State regulatory agencies that are committed to a seamless online experience for their residents are able to increase resident satisfaction, protect public health and safety, and streamline the efforts and improve the effectiveness of its employees.

In this live panel event, recorded on July 26, 2023, a panel of experts discuss how agencies can focus their efforts to create an optimal online experience for their residents. Topics include public facing resident portals, public search of licensee information, online license applications and renewals; mobile access for residents, digital credentialing, complaint filing, safe and secure payments, safe and secure resident login, safe and secure resident communications.