With trust in government remaining low for the past decade, agencies need to elevate customer experience (CX) to win back confidence. But figuring out how to improve trust isn’t easy. How can CX benefit your organization? How can you overcome barriers to improving CX? And how does offering a positive experience affect constituent trust? ExpertsRead… Read more »
Everyone agrees that customer experience (CX) is important, but not everyone defines it the same way. That can make applying it a challenge. A better approach is to think in terms of “total experience,” which encompasses internal and external customers, including employees, constituents and members of the private sector. With the total experience in mind,Read… Read more »
To provide a good customer experience (CX), an agency needs more than good intentions, especially as more of those interactions shift online. Given the wide range of services being provided through a growing number of digital platforms, agencies can struggle to deliver a consistent level of CX, whether to constituents or employees. That was theRead… Read more »
Agencies need to provide services for both employees and constituents, but many find themselves working in the dark. They don’t know how those services are resonating with the intended users, and without those insights it can be hard to move forward — to deliver the kind of digitally driven experiences people want and expect. AgenciesRead… Read more »
In the wake of the pandemic, many government agencies are pursuing efforts to connect more effectively with constituents. Agencies are redesigning platforms, ecosystems and infrastructures as they seek to increase access to critical services. To elevate constituent engagement, agencies need to address challenges around siloed and paper-based processes. They need to work within constrained budgets,Read… Read more »
People often talk about the customer or constituent experience as if it were just a matter of having the right mindset. But a good CX mindset, while admirable, is little more than wishful thinking if you don’t take concrete steps to understand and improve the quality of services you provide constituents. In a recent GovLoopRead… Read more »
Constituents depend on digital engagements to connect with state and local government — they’re going online to pay utility bills, apply for permits and renew vehicle registrations. The problem is that many digital services depend on outdated applications that are no longer supported, which makes it difficult to ensure your citizen engagements are both seamlessRead… Read more »
Ever since the Biden administration issued an executive order on transforming federal customer experience (CX), agencies have been exploring ways both to measure and improve CX. There are a wide range of CX-focused solutions on the market that can help agencies make headway. But there are also some less obvious tactics or mindsets that canRead… Read more »
If your agency wants to improve customer engagement, it’s time to start thinking like a customer. When you interact with an agency as a constituent, what works for you? What would make those interactions easier or more effective? Download this quick resource to get six strategies for improving customer engagement and the overall customer experience.Read… Read more »
Get your free copy of this new case study to learn how your agency can modernize its citizen experience.
Get your free copy of this new in-brief to learn how governments at multiple levels are prioritizing CX.
Check out this new report to explore the results of a recent survey of public servants (69% of whom are state and local employees) on their perceptions of customer experience (CX) and how digital transformation and cloud can support CX improvements.
Explore strategies government agencies can use to get started with automation.
While government is focused on improving the customer experience (CX), it can be difficult to get an accurate reading on how well your efforts are progressing. You can download this free worksheet to help you better assess the maturity of your agency’s CX program. Each question ties back to the five core functions of aRead… Read more »
This short video explains the three steps agencies can quickly take to modernize their contact center.
How can your department meet constituent demands in smart, engaging way? The key is to learn what users want, how they interact with your services, and what customer service success really looks like at your agency