Journey Maps Help You Find and Fix Problems
Journey maps are one of the most effective and perhaps underutilized ways of understanding what constituents experience and how best to serve them.
Posts Tagged: customer experience
Good CX in the OCIO: A Win for Both Customers and OCIO Teams
This blog post highlights the importance of focusing on CX for government IT products and how it has a positive ripple effect on both users and IT teams. By making CX a priority, agencies can improve service delivery while also creating a more fulfilling and productive work environment for IT professionals.
Digital Technology for Better CX
Private sector technology has raised the public’s expectations for online customer service. Government must catch up. Good solutions call for personalization — and that requires data.
Making Connections, Modernizing Recruitment
To attract and retain a dedicated, talented, modernized workforce, government agencies must say the right things to the right people at the right time. Here are some effective ways to reach out.
Prioritizing Data in Government Technology Modernization
In government, digital modernization often overlooks enterprise data management, which results in fragmented ecosystems that limit modernization’s full potential.
Where Data Can Take You
Both qualitative data (what people think and feel) and quantitative data (what you can measure and count) can shed light on employees’ experiences on the job. An innovative team in the Department of Veterans Affairs (VA) is collecting and analyzing both types of information to help make the VA an even more welcoming place to… Read more »
Granicus Announces Finalists of 13th Annual Digital Government Awards
Granicus’ 2023 Digital Government Award winners demonstrate government’s commitment to serving and engaging citizens.
Building CX on the Front Lines
Government workers who interact directly with the public give customers their first impression of not only that transaction, but the agency as a whole. To make that impression a good one, frontline workers must have the right support. And it comes in ways that aren’t always obvious.
How DevOps Improves the Customer Experience
While the concept of DevOps can be confusing, and is often surrounded by hype, it is important for agencies to understand what DevOps is and why it is essential to helping them meet their goals for improving customer experiences.
Journey Maps: Tracing Real-world CX
Journey maps track a typical consumer experience with a product or service. They’re complex, require careful planning — and can be an invaluable tool for agencies looking to improve their customer engagement.