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.
Technologists like systems administrators, web developers and even information officers are rarely framed as the customer service owners of governments. But according to Illinois’ former Chief Digital Officer Hardik Bhatt, that’s exactly what they are.
Across industry and government agencies, social media has transformed from a ‘nice to have’ to an essential component of information delivery, communications and service strategies. By developing a centrally managed social media strategy that empowers personnel across the agency to interact with citizens as they need to, agencies can enhance the citizen experience and create… Read more »
What is causing the perception of improvement in government’s CX abilities and efforts?
For government, the task of effectively communicating with customers can feel overwhelming. But with the right approach, agencies can tackle all of these objectives while also effectively engaging users.
Providing good customer experience is hugely important and impacts all other government services. But for many agencies, improving customer experience remains a low priority.
We asked government employees about the state of CX at their agencies and how it compares to the private sector. Here’s what they said…
Learn how your agency can move towards more robust customer experience solutions that enable faster and more flexible access to services.
This blog is an excerpt from GovLoop’s recent research brief “Connecting Customer Experience to Employee Engagement.”
The existing government process wants long-term solutions to be predictable and written in stone. Unfortunately, reality demands that the government process be responsive to ever-changing needs.