The Public Sector Playbook for Citizen Experience

A checklist to collecting better feedback and improving citizen experience

Intro

Public expectations are constantly evolving, and citizens are more tuned into what their state and local governments are doing than ever. Citizens now expect the same seamless experiences from government services as they do from private companies. While policies and budgets may set the framework, a citizen-first approach builds trust, fosters transparency, and drives community engagement.

Consider these key insights:

Governments that prioritize citizen feedback see higher satisfaction and trust levels. (Organization for Economic Co-operation and Development)

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Digital tools can increase participation in feedback programs by up to 40%.

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60% of citizens have a strong preference for digital channels when interacting with government services.

Streamlined citizen experience initiatives can drastically cut government spending by reducing the need for repetitive encounters, documentation, and training, and by enabling more relevant, cost-effective programs. (Rocket Chat)

So, where should you begin? How do you develop a citizen feedback program that not only meets expectations but exceeds them?

This guide outlines five essential components of a citizen feedback program, offering actionable strategies to elevate your efforts. We’ll explore when and where to collect feedback, how to act on it effectively, and how to foster ongoing citizen engagement.

When to collect feedback

Building a real-time citizen engagement engine

To understand your community’s needs, ask for feedback at the right moment. Gather input during key service interactions and events to generate timely, actionable insights.

When to Collect Feedback

Start Here ->

Already have these surveys in place and ready to level up?

Steps to level up ->

Build ongoing engagement by connecting with citizens at key milestones—not just through annual or ad-hoc surveys. To gain richer insights into their evolving needs, explore these advanced feedback strategies:

See how the city of Salem Oregon does more with less

Faced with growing demands and limited staff, the city of Salem, OR expanded its use of Alchemer to gather citizen feedback wherever and whenever it matters most. From public meetings and park surveys to job applications and volunteer coordination, the city now captures insights across all departments—without adding headcount.

By automating key processes, empowering staff, and deepening community connections, Salem has turned a single survey tool into a citywide engine for engagement, efficiency, and inclusion.

“It’s amazing how many different ways we’ve found to use Alchemer. It extends the reach of our outreach efforts on special projects.”
— Kathy Ursprung, Communications & Media Relations Manager

See how Salem scaled community feedback and streamlined operations across every department.

Where to collect feedback

Create a resident-centered feedback ecosystem

Make it easy for citizens to share their voices across all touchpoints—including websites, mobile apps, email, text, and in-person services.

Where to Collect Feedback

Start Here ->

Already have these channels in place and ready to level up?

Steps to level up ->

Who should receive feedback

Break down silos to act as one community-focused government

Feedback is most valuable when it informs decisions across departments and levels of leadership. However, making it accessible and easy to interpret can be challenging. Here’s how to get your feedback to the right people who can turn it into action.

Who should receive feedback

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Steps to level up ->

How to act on feedback

Turn citizen input into policy, service, and community improvements

To build trust and lasting relationships with your community, feedback must lead to visible, real-world results. The good news? It’s easier than you think. Simple steps can make a big impact and even run on autopilot.

How to act on feedback

Start Here ->

Steps to level up ->

The engine behind strong community engagement

A unified platform built for government entities
How Alchemer Helps

Stop relying on siloed tools and time-consuming manual processes. State and local governments need a unified solution to gather, analyze, and act on feedback, across every department, service, and channel, to better serve their communities.

Look for a platform with:

Conclusion

Citizen feedback is more than a formality—it’s your most valuable tool for building trust, transparency, and a responsive government.

By following this checklist, your agency can transform passive listening into active governance—delivering programs and services that reflect real community needs.

Ready to build a more responsive government?

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