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.
GovLoop spoke with representatives from TSA and OPM to learn how federal agencies have prioritized and improved customer experience.
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.
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.
Providing good customer experience is hugely important and impacts all other government services. But for many agencies, improving customer experience remains a low priority.
If government employees think CX is important, why isn’t it taking off in individual agencies? How can the public sector better meet – even exceed – the expectations of citizen users?
Learn how your agency can move towards more robust customer experience solutions that enable faster and more flexible access to services.
Citizen experience presents a significant change to agencies, requiring the response of building service cultures that provide high-quality experiences. Perhaps this water metaphor can provide a new way of thinking about how we need to respond.
Personas do take some time to develop, but time spent thinking about your end customer is definitely time well spent.
As government communicators, we’re best serving the public when we’re thinking about our customers as smaller groups — defined, just for example, by geographic location, specific needs or languages spoken — and communicating directly with those groups. Simply put, our services are more impactful when our audiences are understood.