An Online Portal to Seamless Citizen and Contractor Experiences

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The customer experience, or CX, has drastically changed over the years. Modern society has given people unprecedented access to goods, information, and services. Technology has allowed people to buy groceries, research and purchase new cars, and order from their favorite restaurants, all from the comfort of their homes.

Accessibility, autonomy, and ease now describe the norms and expectations of customers. Today’s citizens and contractors expect the same instant, self-service convenience from their government as they do from Amazon or Starbucks. This is the new Citizen Experience (CX). Adapting to meet these expectations has never been more important for agencies.

This article will 1) define CX in local government, 2) explore citizen and contractor expectations, 3) highlight the importance of CX, and 4) introduce iWorQ's Portal Home as the cornerstone of enhanced CX.


What is CX in local government?

CX typically stands for “customer experience.” However, in a local government context, the primary "customers" are citizens and contractors. With that clarification, here’s the definition.

Citizen Experience (CX) is the sum of every digital and in-person interaction a resident or contractor has with their local government.

These interactions include all government departments and offices, from the Department of Motor Vehicles to the Community Development Department.


What are citizen and contractor expectations?

As previously stated, citizens are accustomed to getting what they need when they need it. They want their interactions with the local government to be as convenient as with their favorite businesses.

1. Accessibility

Citizens expect to find information and services readily available. The Internet has steadily made information more accessible, with artificial intelligence (AI) being the latest contribution to this world of open information. Anyone can find an answer to seemingly any question in seconds.

The Internet also makes these services and information available 24/7. People can make a purchase at any time of the day or night and find the information they need without making a call during business hours. The Global Online Consumer found that this 24/7 access was the primary reason for people shopping online.

This indicates that citizens expect to access everything they need from their governments at any time. If individuals are looking for information about local events, applying for permits, renewing licenses, paying bills, or contacting a government official, they expect to find this information quickly.

2. Autonomy

Because of the abundance of information and resources available to the public, people also expect to accomplish nearly everything on their own without direct help from others. Practically every business provides some way for customers to go through the purchasing process without assistance. Gone are the days when a face-to-face conversation with a salesperson is required.

This growing autonomy that citizens experience is apparent during in-person interactions. In the past, when people went to the store, they had to check out with the assistance of a cashier. Now, stores everywhere provide a self-check-out area where people can scan their own items, bag them, and pay for them unaided. Fast food chains followed suit by offering screens for people to peruse the menu and submit their orders.

Local government agencies must also adapt to this rise of citizen autonomy. Citizens and contractors expect to be able to handle more common government issues on their own. They expect to find information on applying for permits, licenses, etc., and then accomplish it online.

3. Ease

Increased autonomy and accessibility significantly contribute to the ease people enjoy online today. Additionally, online payment options also make experiences easier.

Securely paying for services online is now ubiquitous. Anyone with a credit card can pay for any product or service. Then, they receive updates on their order status via email or text. If it is a physical product, they can see where it is on its journey to their doorstep, along with an estimated arrival time.

Contractors also want the same ease of paying for services when interacting with their local government. Instead of writing a check and mailing it to pay a water bill, they want to pay for it online instantly. Just like tracking an Amazon package, they want to know the status of their permit application.


Why do citizen and contractor experiences matter?

Customer satisfaction is crucial for a business's success, and the same holds true for local government. Agencies are only as successful as the satisfaction they provide citizens.

1. Quality CX builds trust

Qualtrics has found that providing quality CX leads citizens to trust their government. Specifically, McKinsey & Company reports that quality CX makes citizens 9 times more likely to trust their government agency.

Trust is the highest form of praise from citizens. It is also the not-so-secret ingredient to effective local governance. Citizens who trust their governments are more involved in their communities. They are more likely to vote and contribute to a prosperous community.

2. Quality CX saves time and money

McKinsey & Company also reports that citizens who are dissatisfied are 2 times more likely to contact agency hotlines. These hotlines, like 311 calls, can be costly for agencies. GovTech references a study conducted by Pew Charitable Trusts, which found that 311 calls cost an average of $3.39, reaching up to $7.78 per call.

Investing in improving citizens’ experience by increasing accessibility, autonomy, and ease leads to fewer calls from frustrated people. This saved time and energy can then be used for more valuable tasks.

What do your citizens think?

If you struggle to communicate information to your citizens through your website, newsletters, and social media accounts, check out TextMyGov.

They provide the easiest way to engage with citizens and keep them informed by text 24/7. They also have a powerful new survey feature to help you get feedback from your citizens on their experiences with your agency. No more guessing!


How to improve CX with iWorQ's Portal Home

Local government agencies can meet contractors’ expectations by adopting technology that transforms their experiences. The iWorQ Portal Home is the cornerstone of this transformation.

E-Permitting and Licensing

Everyone has experienced waiting seemingly forever in line at the DMV to get a driver's license. Avoiding lines is another significant reason for shopping online. Citizens appreciate any opportunity to skip the lines and get things done fast. Government workers also love the relief from the pressure that lines of impatient people can bring.

iWorQ’s Portal Home does just that. It allows citizens to avoid lines in a government office and apply for permits and licenses at their convenience. Workers can then review them without constant interruptions and the pressure of a line of people looking at them.

Online Payments

In addition to applying from home, contractors and citizens can seamlessly and securely pay for their permits and licenses online. iWorQ's portal helps guide them through the entire process. The portal is customizable to the agency's needs and processes. Payment can be easily collected when the application is submitted or approved.

Local agencies can also configure the portal with a feature that enables contractors to pay for multiple permits. If they are attached to more than one permit, they can search by their contractor code and easily find the information and fees on all their permits to pay all at once.

2-Way Communication

iWorQ's Portal Home has a built-in messaging system that allows citizens to connect digitally on their own time and see all their updates in one place. Automated emails notify the city or county when data is submitted, information is uploaded, or inspections are requested.

Once notified, cities and counties review and approve everything submitted, including any uploaded blueprints. Through iWorQ's system, the reviewer can then email the applicant to resolve any issues or approve the application.


Conclusion

Modern CX isn’t a “nice-to-have”. It’s a trust-building, cost-cutting necessity. Portal Home provides accessibility, autonomy, and ease to satisfy citizen and contractor expectations. This improved experience builds trust with their local government agencies. This growing trust is a solid foundation for a thriving and engaged community.

This portal doesn’t just connect agencies, citizens, and contractors. It teleports them into modern society.

Ready to transform your CX? Schedule a free demo of iWorQ’s Portal Home today.

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 BLOG POSTED: July 15, 2025

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