Think back to the last time you had an amazing customer service experience. Chances are your recent experience at the DMV, let alone any government agency, probably was not one of them. Regardless of poor experiences, rapidly expanding technology has changed expectations of customer service in the public sector. Citizens and other government customers want to be able to see how their tax dollars are being spent with easier, faster, and more connected services from their governments.
When citizens expect to be able to access information and accomplish tasks on their own, as they can with Travelocity or Amazon, it has large implications for how government provides services and manages its data. That’s why organizations should consider self-service analytics to improve overall customer service.
Self-service analytics is a business intelligence (BI) approach to data analytics that enables customers to access and work with an organization’s data and information without the help of the information technology department. Through self-service analytics, public employees can better manage data on their diverse constituent bases, and help customers address their needs on their own, without having to take the extra time or effort to interact with an agency worker.
This Industry Perspective will provide you with insights on self-service analytics, how to overcome challenges in implementing self-service analytics to improve customer service, and best practices from featured case studies like the Maryland Motor Vehicle Administration.