Building an Infinity Loop for Trust and Engagement

Early in my professional life, I developed an appreciation that grew into a strong desire to provide a great customer experience. It’s been my focus for 25 years.

Government agencies at every level share a similar goal: to serve the public with trust, transparency, and impact. I want to share my approach to client relationships and how I believe agencies can create stronger connections and deliver lasting value.

Resident Experience as a Continuous, Trust-Based Relationship

There’s a temptation for agencies to think of the resident experience as a circle — a simple, symmetrical interaction where residents contact an agency for something, and the agency delivers it. The reality is that there are ebbs and flows, ups and downs to the ongoing relationship. It’s more like an infinity loop, a figure eight on its side, that creates a client experience continuum.

At Tyler, we’ve seen how this infinity loop approach strengthens our relationships with clients through this continuum. For us to deliver products and services that truly help agencies and the people they serve, we must listen. Every contact we have — whether at an association event, over coffee at Tyler Connect, during implementation, or on a support call — lets us gather information. When we accurately distill the feedback we receive and turn it into a software update, a new product, or an improved service, agencies and their communities benefit. Seeing that we listened and responded to what we heard deepens their trust.

By embracing this model of the relationship with their residents, agencies can tap into the same benefits.

Transparency, Responsiveness, and Accountability

Government agencies and anyone with a product or service understand that negative reviews or feedback can erode trust. We live in a world where everything is amplified, opinions spread quickly, and people expect and make choices based on an unprecedented level of transparency. The goal is to deliver an experience that exceeds expectations as often as possible.

Every interaction is an opportunity to grow trust. People who trust a provider — be it a mechanic, a bookshop, or a government agency — are more likely to return and share positive feedback. However, it’s essential to show that you value them throughout every phase of the relationship. Always be quick to respond and take full responsibility whenever mistakes are made.

Simplify Engagement to Build Trusted, Long-Term Partnerships

On this episode of the Tyler Tech Podcast, Andrew Kahl shares insights into the role of technology — from usability to AI and automation — in helping government leaders modernize services and meet evolving resident expectations.

Future-Ready Agencies Listen and Evolve

Surveys, forums, and user groups are just a few ways agencies can solicit client feedback. The questions matter more than the method. Tailor them to determine how to improve the experience. What’s missing? What could be easier? Improving the client experience is all about increasing benefits and reducing barriers. Moreover, it is about listening and making informed decisions that benefit your clients.

As they do, agencies need to address current challenges while planning for the needs of the public five or 10 years from now. Ideally, solutions agencies put in place today will scale and provide flexibility to address tomorrow’s problems. Tyler is in an excellent position to assist. I believe a successful relationship between Tyler and our clients depends on a clear understanding of where they want to go in the long term.

Forward-looking agencies benefit from embracing a progress-oriented culture. When residents interact with them, they’ll recognize the agency is actively improving. It’s working to improve efficiency, transparency, security, and resilience. All those objectives build trust in residents and, in the end, benefit entire communities.

Improving the Client Experience, Together

Providing an excellent client experience requires building trust, fostering meaningful connections, and long-term commitment. Deploying technology solutions that address agency needs and those of the people they serve equips government to be more efficient, responsive, and impactful.

At Tyler, we’re dedicated to helping agencies strengthen those connections and create positive experiences at every level.

About the Author

Andrew Kahl

Andrew Kahl is chief client officer at Tyler Technologies. He leads Tyler’s continuous cycle of listening and improvement, helping public sector organizations deepen ties with residents and create smarter, safer, and stronger communities.