Rising citizen expectations, changing technologies, and diminished resources all create a customer service imperative for government. How can your department meet constituent demands in a smart, engaging way?
The key is to learn what users want, how they interact with your services, and what customer service success really looks like at your agency. Download these three worksheets to help you get started on your own customer experience journey:
- Journey mapping worksheet – Track the steps a constituent takes to complete processes with your agency
- Customer persona worksheet – Consolidate your understanding of user needs, preferences, and other characteristics to help guide future service decisions
- Metrics worksheet – Measure the success of your projects by tracking emotional, behavioral and other metrics