Customer experience (CX) is how customers interact with a business for their services, and a term that applies to governments at every level.
Posts Tagged: CX
For many government employees, the answer to creating strong CX at their agencies may exist in ignoring their potential for failure.
The difference between good and bad service can be literally life or death, when it comes to veterans contemplating suicide, or serious health problems that need to be addressed.
To better understand how VA is tackling CX internally, GovLoop sat down last fall with VA’s Dr. Lynda Davis, Chief Veterans Experience Officer, and Barbara Morton, Deputy Chief Veterans Experience Officer.
“People felt like City Hall wasn’t working with them. It was almost working against them.” In Yorba Linda, CX was a problem.
Laws such as 21st Century IDEA do not apply to state and local governments, but that hasn’t stopped them from forging their own paths.
Federal agencies have been measuring customer satisfaction but benchmarking results across agencies has not always been possible.
Citizens want a user experience that rivals that of the private sector. In many cases, cloud supported these types of experiences.
Government leaders from the Veterans Affairs and Agriculture departments shared their thoughts on the law and implementation at their agencies.
Transforming the way governments serve the public is about more than choosing the right technologies. Agencies have to rethink engagement with customers.