Investing in Citizens
In a recent GovLoop DOROBEKINSIDER, panelists shared best practices for improving the citizen experience in an increasingly digital world.
Posts Tagged: customer experience
SBA Redesigns Flagship Website to Better Serve Small Businesses
Improving the SBA’s web presence was about more than technology and design changes; it marked the need for a complete culture shift.
Integrating Customer Experience Throughout Your Agency
From renewing a driver’s license to filing federal tax returns, there is a full spectrum of services citizens expect from government. It’s up to agencies to figure out how to ensure that each touchpoint meets growing citizen expectations and aligns with their organizational missions.
7 Ways to Improve Your CX Strategy
To help your agency build on its current efforts, here are seven best practices to drive better outcomes from your CX strategy.
Making a Business Case for Customer Experience in Government
Government needs to look past single solutions that promise faster processing times or increased productivity. Instead, agencies must holistically rethink their entire organizational culture, including strategies and solutions, for transformative CX change.
Customer Service in Action
GovLoop spoke with representatives from TSA and OPM to learn how federal agencies have prioritized and improved customer experience.
Integrating Customer Experience Throughout Your Agency
According to John Duckwitz, from Granicus, “The biggest challenge is engaging with citizens where, when and how they want to communicate.”
How Government Can Overcome CX Challenges
Government needs to look past single solutions that promise faster processing times or increased productivity. Instead, agencies must holistically rethink their entire organizational culture, including strategies and solutions, for transformative CX change.
Engaging Employees in the Customer Service Mission
Employee engagement is the first step to a successful customer service journey, because agency personnel are the people who will actually create and deliver services to constituents. When morale declines, so does productivity and service. On the other hand, when engagement is high, your employees will be driven to provide exceptional experiences that serve the… Read more »
Transforming Customer Experience at U.S. Census Bureau
Customer experience should be at the heart of digital service design. This requires knowing your customers — determining what their needs are and understanding how they encounter and experience federal digital services.