Citizen Experience & Journey Mapping for Mission-Critical Resilience

State and local governments face growing cyber-physical risks to mission-critical services; yet strategy often over-indexes on assets and controls while overlooking the cascading impact on citizens. Adding to the challenge, the abundance of guidance and frameworks often add to confusion, making it increasingly difficult each year to know where to begin or how to strengthen overall cyber-operational resilience.

A practical, predictable approach is needed. Like a business impact analysis (BIA), the Citizen Experience & Journey Mapping (CEJM) process reframes resilience planning around lived experience and ‘jobs to be done’, linking cyber-physical systems protection (CPSP), service resilience, and service recovery to measurable community outcomes and fundable projects.

By applying the CEJM process, SLG leaders can validate investments, align with evolving federal standards, secure executive support, and most importantly protect citizens’ lives, maintaining public trust.

View the White Paper above to learn more.