Delivering goods and services is the first purpose of local government. However, a critical part of that mission is not just the actual goods and services, but how they are delivered. In this article, we’ll discuss the issues with traditional citizen experience (CX) metrics in state and local agencies and share best practices for how… Read more »
Posts Tagged: customer experience
The public expects private-sector businesses to serve them continuously and digitally and, increasingly, they expect the same in the public sector.
When the VEO was established in 2015, the ultimate goal was to listen to veterans’ voices. The office strategically deployed core CX capabilities.
A challenge for agencies in this increasingly digital world is the ability to understand the human experience of accessing services and benefits. “Government cannot treat us like humans if they don’t understand our experiences.”
Governments that embrace the customer experience can unleash engagement opportunities that will build trust in our public institutions.
Taking notice of increasing consumer expectations, government agencies are following suit, resolving to focus on citizen experiences to build transparency, accountability and trust.
To build an effective and scalable experience, organizations must understand all aspects of their customer interactions and focus on three main levels of CX
“We need to be thinking about how different age groups will have different needs or expectations. And if we’re not taking that into consideration, then there’s the potential that we could be under-serving one or another group.”
In the past decade, the concept of user experience (UX) in government IT has gained widespread acceptance and moved into the mainstream.
Federal agencies are notoriously siloed, but citizens do not see these bureaucratic divides. How can agencies bridge the gap for a better citizen experience?