Customer Expectations Require Agencies to Raise the Bar on Customer Experience, Report Shows

By Steve Caimi, Senior Principal, Product Marketing, U.S. Public Sector, Okta

 As the digital revolution proceeds, public sector organizations know that delivering great digital experience is vital to building loyalty and convincing citizens that they can safely and seamlessly access government services online. Yet a new report shows that rising customer expectations are posing challenges that require new solutions from digital leaders.

To help public sector organizations gain a greater understanding of how to deliver safe and frictionless digital services, Okta surveyed more than 20,000 people worldwide in various industries about their digital experiences in the areas of convenience, privacy, and security. Okta’s Customer Identity Trends Report explores the survey results.

Survey Results

The survey’s fundamental finding: In the area of user experience, the digital era has raised the bar. People now expect seamless and frictionless digital experiences from the public sector – Federal, state, local, and tribal agencies, along with healthcare and education organizations – similar to those offered in the private sector. The report revealed that 48-60 percent of respondents would be more likely to engage public sector services online if the experience was simple and secure with frictionless login.

Across the board, the public sector faces a growing imperative to deliver safe and easy experiences. The survey also found:

• Data privacy is top of mind: The report revealed that 81 percent of public sector respondents consider it important to have control over their data, especially when dealing with sensitive or private personal information.
• Control is even more important than convenience: When asked to choose between the two, respondents favored maintaining control over convenience. This finding is particularly relevant in the public sector because services, such as unemployment benefits or student loans, can be attractive targets for bad actors.
• Security is a top priority: The report revealed that 80 percent of data breaches can be attributed to stolen credentials. Perhaps not surprisingly, public sector users prefer dedicated login solutions that offer robust security measures.

Okta Can Help

Okta’s Identity solutions enable the public sector to strike a delicate balance between control and convenience, helping to ensure that customer privacy rights are protected while delivering smooth digital experiences. The public sector can maintain regulatory compliance, protect sensitive data, and safeguard user privacy by leveraging Okta’s Identity solutions and:

• Effortlessly scale across multiple applications. The survey showed that 65 percent of people are overwhelmed by the number of usernames and passwords they need. By leveraging Okta’s robust features and scalability, organizations can expand their use of gov while ensuring security, performance, and reliability.
• Deliver a secure and seamless user experience that upholds the highest standards of compliance. With Okta, your organization can maintain compliance with regulations and industry standards, ensuring the protection of sensitive data and user privacy. By prioritizing security and control, government agencies can gain the trust of those they serve while delivering services only to those who need them.
• Have the same robust Identity and Access Management (IAM) solution that works with Common Access Cards (CACs) and Personal Identity Verification (PIV) Cards for federal employees. The survey revealed that 63 percent of people are unable to log into an account at least once a month because they forgot their username or password. Okta’s IAM solution is FedRAMP High and DoD IL4-authorized, providing the necessary security and compliance measures required by government agencies.

Overall, the survey revealed that people value control of their data and expect different levels of security for different online interactions. With Okta’s Identity solutions, your organization can strike a balance between data control and convenience, safeguarding user privacy while delivering seamless digital experiences. Let Okta power your organization’s digital front door with Login.gov and their 7,000+ other integration capabilities. With Okta’s help, governments can navigate the digital landscape, providing citizens with the exceptional experiences they need, enhanced by the security they deserve.

Read the Customer Identity Trends Report for a deeper dive into the survey results, and visit Okta Public Sector to find out how to get started with Okta today.