GovLoop spoke with representatives from TSA and OPM to learn how federal agencies have prioritized and improved customer experience.
Posts Tagged: customer experience
According to John Duckwitz, from Granicus, “The biggest challenge is engaging with citizens where, when and how they want to communicate.”
Government needs to look past single solutions that promise faster processing times or increased productivity. Instead, agencies must holistically rethink their entire organizational culture, including strategies and solutions, for transformative CX change.
Employee engagement is the first step to a successful customer service journey, because agency personnel are the people who will actually create and deliver services to constituents. When morale declines, so does productivity and service. On the other hand, when engagement is high, your employees will be driven to provide exceptional experiences that serve the… Read more »
Customer experience should be at the heart of digital service design. This requires knowing your customers — determining what their needs are and understanding how they encounter and experience federal digital services.
Technologists like systems administrators, web developers and even information officers are rarely framed as the customer service owners of governments. But according to Illinois’ former Chief Digital Officer Hardik Bhatt, that’s exactly what they are.
Across industry and government agencies, social media has transformed from a ‘nice to have’ to an essential component of information delivery, communications and service strategies. By developing a centrally managed social media strategy that empowers personnel across the agency to interact with citizens as they need to, agencies can enhance the citizen experience and create… Read more »
What is causing the perception of improvement in government’s CX abilities and efforts?
For government, the task of effectively communicating with customers can feel overwhelming. But with the right approach, agencies can tackle all of these objectives while also effectively engaging users.
Providing good customer experience is hugely important and impacts all other government services. But for many agencies, improving customer experience remains a low priority.