Improving customer service has been an off-and-on federal priority over a number of years. In fact, it is now more broadly referred to as “customer experience,” since research shows that “customer service” accounts for only a quarter of a customer’s overall satisfaction with their experience with a company or government agency.
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.
Make your digital platform compelling, personal and useful by ensuring that it’s accessible everywhere. That way, you can better engage with citizens and show them that your digital approach is geared toward making their lives easier.
Are you ready to start delivering a better customer experience at your agency but not sure how to go about doing so? Check out how these experts are enhancing customer service and the overall experience at their organization and pick up some tips you can emulate.
Has the availability of data and transparency of government information led to greater trust?
Is your agency having a hard time driving customer satisfaction? Check out these expert tips on how you can deliver a better customer experience.
Traditionally, city planning is a sort of members-only club that rarely involves the public. By purposefully getting the word out and engaging citizens at every step, Boston is changing that convention.
As we move further into the 21st century, mobile engagement has been particularly effective, but with so many channels available, agencies have struggled to develop best practices and standard processes. One tool that is proving popular, however, is text messaging campaigns that reach a broader audience.
The Boston Mayor’s Office of Women’s Advancement was established in 2014. Only two years later, it’s already made significant process towards its goals of increasing women’s representation inside City Hall and within the city-at-large. In a recent interview, the Office’s Executive Director Megan Costello discussed how they’ve managed to so rapidly grow and become an impactfulRead… Read more »
Sustainable engagement requires two prongs of customer service: meeting mission needs and meeting the end user’s needs. Learn how you can use this approach for better and more sustainable services and engagement at your agency.