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 »
An interview with Michael Rucki, Division Manager of Communications and Website Services, and Rigina Pietrowski, Web Communications Specialist at Pension Benefit Guaranty Corporation Creating good citizen experiences is not a one-time exercise. At the Pension Benefit Guaranty Corporation (PBGC), Michael Rucki, Division Manager of Communications and Website Services, and Rigina Pietrowski, Web Communications Specialist, areRead… Read more »
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.
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.
If government employees think CX is important, why isn’t it taking off in individual agencies? How can the public sector better meet – even exceed – the expectations of citizen users?
This article discusses the origin of Lean Six Sigma (LSS), how it works and why it is important for government employees.
Learn how state and local agencies can harness digital services to deliver better constituent services.
Citizens now expect the same types of services from government agencies as they do from their banks, favorite stores and other businesses. Agencies must treat their constituents as longterm customers by keeping up with trends in communication, technology and mobile connectivity. Learn how knowledge management strategies and tools can help.