Aim for the “X”
Agencies often suffer from low approval ratings, lower than the private sector. So how can even behemoth agencies reinvent themselves? Paying more attention to experience management (XM) is a great start.
Agencies often suffer from low approval ratings, lower than the private sector. So how can even behemoth agencies reinvent themselves? Paying more attention to experience management (XM) is a great start.
Formalizing and distributing knowledge about CX is critical. However, there are a few elements of digital government that seem to have been overlooked.
Training helps articulate agency expectations and competencies around fostering a customer-centric mindset, but there’s more at play.
“It’s imperative for agencies to reach people regardless of where they live, their technological capabilities, or financial resources.”
No one wants to hunt for the right answer when the clock is ticking. Yet too often, government employees and their customers do just that.
How can agencies continue an inclusive journey to deliver multichannel, human-centered services at a scale unlike any organization before?
Finding qualified customer experience professionals for government agencies continues to be a great challenge.
Public-sector customer experience gets to the heart of how employees and constituents interact with perceive agencies’ products and services. Yet pleasing both groups grows harder every time government workforce, budget and other constraints change.
To provide constituents with a good customer experience (CX), agencies need to address the performance of the underlying network.
Looking at problems through a CX lens can help agencies identify and remove blockers to providing better customer service.