This is an excerpt from the recent Customer Service Playbook for Government. In the guide, we detail six plays to help you transform the way your agency serves its citizen users. We all have an idea of what the citizen user wants. After all, we are citizen users. But once you’ve imagined a new customerRead… Read more »
Learn the three steps to any human-centered design process in order to create better customer services in government.
If you think government isn’t in the customer experience business, think again. Every American deals with government on a daily basis – whether you know it or not – which is why improving customer service is paramount. But the government still has a long way to go. The Forrester’s Customer Experience Index (CX Index) hasRead… Read more »
This is an excerpt from the recent Customer Service Playbook for Government. In the guide, we detail six plays to help you transform the way your agency serves its citizen users. Despite government investing more time, resources, and knowledge into their customer service initiatives, constituents still don’t seem to be fully satisfied. According to leadingRead… Read more »
This is an excerpt from the recent Customer Service Playbook for Government. In the guide, we detail six plays to help you transform the way your agency serves its citizen users. Again and again the experts we spoke with said great customer service cannot happen unless employees at all levels of the organization support it,Read… Read more »
This is an excerpt from the recent Customer Service Playbook for Government. In the guide, we detail six plays to help you transform the way your agency serves its citizen users. Customer service in government is not exactly stellar right now. Today, citizens expect seamless experiences similar to what they demand of the private sectorRead… Read more »
The government is finally making inroads into understanding and providing better customer service. But it faces significant challenges. Government agencies must operate on tighter budgets and with smaller staffs. Many knowledgeable and experienced employees are retiring, further undermining agencies’ ability to effectively serve customers. Today’s citizens and stakeholders demand fast, accurate answers from government agencies,Read… Read more »
Government leaders are all hyped about integrating the newest technological innovations into their agency to improve customer service, but we may have forgotten a step or two along the way. Although technological advancements do provide some avenues to bettering the services govies provide to their constituents, we have to remind ourselves about the basics ofRead… Read more »
You have to go to the DMV. You anticipate long lines, grumpy desk agents, and the possibility of being there all day, even though you only came to renew your license. But what if instead a smiling greeter shakes your hand as you arrive. You are guided to a check-in kiosk where another employee asksRead… Read more »
The customer is always right. Right? Well, that may not always be correct, but it is a good rule of thumb to follow. However, I think most of us tend to associate this golden rule with the private sector. But now, there seems to be more of a push from the public sector to betterRead… Read more »