Yext | November 15, 2021
Yext, Inc. , the AI Search Company, today announced a suite of AI search solutions designed to help government agencies modernize and streamline digital experiences across channels.
Recent mandates like the 21st Century Integrated Digital Experience Act (IDEA) have required government agencies to improve the customer experience on their websites. A recent Yext study* about consumers' interactions with government agencies online supports the case for these investments: when a government agency provides an excellent overall experience on their website, constituents are more likely to seek official information or advice from that agency in the future (54%), speak well of the agency (42%), and comply with the agency's directives (36%).
"The signing of the 21st Century IDEA put the public sector's need for improved digital experiences into full view. Now more than ever, government agencies are looking for technology that will quickly and easily set them up to serve constituents more effectively online. Our growing team is so excited to show them the potential they can unlock with Yext's powerful Public Sector AI search solution set, a one-stop shop for all of their CX needs."
Laurie "LC" Cook, Vice President of Public Sector at Yext
Yext's public sector solutions incorporate the same powerful Answers AI search technology in the COVID-19 info hubs that the company implemented for the World Health Organization (WHO), U.S. State Department, and the States of New Jersey and Alabama earlier in the pandemic. The solution set includes:
Self-Service Portal: Overwhelmingly, when people have questions or customer service issues related to a civil or government topic, they prefer to find information on their own (78%)* — and with Yext's Support Answers self-service portal, they can. This AI-powered control center supports a one-click experience that allows constituents to self-serve with direct answers to their customer service questions.
Site Search: If people fail to find information on their own when searching on a government agency's website, they typically choose another more labor- or cost-intensive channel (48%),* like calling or emailing the agency's customer service department. Agencies can bypass unnecessary support costs and empower constituents to find the information they're looking for on their website with Yext's Marketing Answers site search solution, which applies the most advanced natural language processing (NLP) to understand and answer questions with an agency's own FAQs, guides, videos, ebooks, and more.
Reputation Management: Constituent reviews are one the best benchmarks for government agencies to gauge progress for improving their digital customer experience. With Yext's reputation management solution, agencies can optimize their online reputation by monitoring, responding, and generating reviews across platforms from one centralized location.
SEO: A majority of people (57%)* prefer search engines like Google or Bing when searching for information to help them understand or resolve civil- or government-related issues, which makes it that much more critical for government agencies to make sure their information is appearing on third-party sites (and accurately so). Yext's SEO-optimized FAQ pages are designed to surface in search results, enabling agencies to extend their customer experience and answer constituent questions before they even reach their website.
While expanding its public sector product offering, Yext has also been building out its public sector sales organization under Laurie "LC" Cook, the company's Vice President of Public Sector. Cook's team now includes the following new hires:
Geoffrey Glaser as Senior Director of Federal, State & Local Government and Education (SLED), and Healthcare
Vernon Aldershoff as Senior Director of Public Sector Sales
Christina Day as Director of Public Sector Sales
David Hernandez as Director of Federal Sales
Yext is the AI Search Company and is on a mission to transform the enterprise with AI search.
With the explosion of information and data online, search has never been more important. However, while the world of consumer search has innovated over time, enterprise search has not. In fact, the majority of enterprise search is powered by outdated keyword search technology that only scans for keywords and delivers a list of hyperlinks rather than actually answering questions.
Netwrix | October 21, 2020
Netwrix, a cybersecurity vendor that makes data security easy, today announced government market findings from its 2020 Cyber Threats Report. Netwrix conducted this online survey in June 2020 to understand how the pandemic and ensuing work-from-home initiatives changed the IT risk landscape. With the pandemic, the public sector has become extremely worried about cyberattacks. Nearly all respondents (98%) are now concerned about supply chain compromise, 95% named VPN exploitation as a top threat and 82% cited credential stuffing.
GovPilot | January 21, 2022
A transition from paper to digital processes is underway in Rockport, Maine where local officials have sought greater efficiency in municipal operations and constituent services. The town recently partnered with GovPilot, a New Jersey based provider of cloud-based government management software.
Officials from Rockport are working with GovPilot to implement a number of digital services that aim to make operations more efficient and services more convenient for constituents. This new software from GovPilot will make it easier for citizens when they need to apply for building permits, work with the Planning and Codes office, Planning Board, Zoning Board of appeals, and when inspections are needed to be performed. The Planning Office will also receive notifications through this software about reported non-emergency concerns.
The town will deploy GovPilot's Report-a-Concern feature which enables residents to report non-emergency concerns such as potholes or general code violations directly via a digital form on the city website, or through an app on their phone, called GovAlert. The app is easy to use, and routes citizen concerns directly to the relevant municipal department so that the issue can be reviewed and resolved in an efficient manner.
Planning and Development Director, Orion Thomas said, "I encourage residents to download the GovAlert app on their phones and help us improve Rockport by reporting issues that they come across so we can address them quickly. We are excited to partner with GovPilot to provide residents first-class digital government services."
Thomas added, Digital services are essential to cost effective, transparent public safety and services. Our goal is to be a modern, responsive local government for our constituents, businesses, and visitors."
"We are excited to work with Rockport on its early stages of digital transformation. Federal funding from the American Rescue Plan Act has spurred local governments to implement digital services and operations. In partnering with local governments across the country we have found that digital processes generate significant increases in efficiency and productivity that have a positive impact on local budgets, services, and constituent experience. We expect to see similar results in Rockport."
Michael Bonner, the founder and CEO of GovPilot
GovPilot - named a GovTech 100 company for five consecutive years - is the leader in digital transformation for local governments. GovPilot's cloud-based platform was built with the sole purpose of enabling local governments to operate at their full potential by standardizing, digitizing, and unifying more than 100 operational and constituent service processes on one system.