Customer experience (CX) is how customers interact with a business for their services, and a term that applies to governments at every level.
For many government employees, the answer to creating strong CX at their agencies may exist in ignoring their potential for failure.
Government employees know this better than anyone, as the services they offer are vital to the public good, and when they are not delivered promptly and cleanly, citizens can be quick to remind agencies in comment sections and feedback forms.
The difference between good and bad service can be literally life or death, when it comes to veterans contemplating suicide, or serious health problems that need to be addressed.
Laws such as 21st Century IDEA do not apply to state and local governments, but that hasn’t stopped them from forging their own paths.
Online dispute resolution not only makes citizen reporting easier. It speeds resolution. The result is improved citizen satisfaction as well as new efficiencies and costs savings for the agency.
Join us Tuesday, June 11 from 7:30 a.m.-12:00 p.m. at the JW Marriott Hotel in Washington, D.C. for the 9th Annual Citizen Experience and Engagement Seminar.
Federal agencies have been measuring customer satisfaction but benchmarking results across agencies has not always been possible.
What propels true transformation is understanding what citizens want from government services and how technology and process improvements can meet those needs.
As agencies roll out and enhance their digital capabilities, they must find ways to engage with the people who need those services most.