In an ideal world, the line of communication between government and the people it serves is like a two-way highway with information and feedback flowing — at high speeds — in both directions, resulting in mutually beneficial outcomes. Sadly, in many instances, this is not (at all) the case. In most communities, very few residents are actively involved in public policy, leaving underserved, hard-to-reach communities quietly — and systematically — excluded from helpful government programs and initiatives. The Cornell School of Law defines underserved populations as “populations who face barriers in accessing and using victim services and includes populations underserved because of geographic location, religion, sexual orientation, gender identity, underserved racial and ethnic populations underserved because of special needs (such as language barriers, disabilities, alienage status, or age).”
Technology has emerged as an obvious bridge connecting people and government, but government entities must put forth a concerted effort to reach the difficult-to-reach.
For insight into how to connect with hard-to-reach populations through equitable customer experiences, download the (free) guide.