There was a time when government paid little attention to how consumers interacted with it, and the Department of Veterans Affairs was no different. But today, the VA is at the forefront of changing that. The VA’s deputy chief veterans experience officer explains both her vision and the obstacles ahead.
Innovation, done right, can result in better constituent experience, tighter security, and cost savings. Here are some tips for making it happen.
While it feels uncomfortable to use the term “customer” for those seeking mental and emotional health care, the public sector customer experience lessons remain valid, and should be implemented in suicide prevention program design.
Here’s how to improve customer experiences through more thoughtful use of technology and cross collaboration.
Why is federal customer experience so hard?
Agencies often suffer from low approval ratings, lower than the private sector. So how can even behemoth agencies reinvent themselves? Paying more attention to experience management (XM) is a great start.
Formalizing and distributing knowledge about CX is critical. However, there are a few elements of digital government that seem to have been overlooked.
Training helps articulate agency expectations and competencies around fostering a customer-centric mindset, but there’s more at play.
“It’s imperative for agencies to reach people regardless of where they live, their technological capabilities, or financial resources.”
No one wants to hunt for the right answer when the clock is ticking. Yet too often, government employees and their customers do just that.