Driving operational efficiency through better citizen experience
In the past, many federal agencies paid little attention to customer experience as many felt they were often the only place a citizen could go to get important jobs done such as filing for social security or Medicare, paying taxes, getting a passport or sending a letter in the mail. As citizen expectations have been shaped by their commercial experiences with service providers, federal agencies are now expected to provide speedy and efficient services over multiple channels whenever their citizen or business customers have need to interact with them. As the digital age has revolutionized the customer experience and subsequent expectations, agencies are challenged to deliver technical capabilities to provide service levels as never before.
While the pressure to conform to new norms and expectations has been somewhat motivating to move the CX conversation forward, there has been a large outage in the conversation that, if understood better, could accelerate adoption of Customer Experience as a key strategic pillar in also driving operational excellence. This additional perspective about the value of working to improve CX is particularly relevant today in support of the goals of the current administration to make government operate more efficiently. This area of CX management has been underplayed in the Federal CX sphere to date. It is time to not only bring to life relevant case studies citing CX-related operational efficiencies from both the public and private sector but also highlight management techniques and new technologies that can quickly drive performance to new levels.
- Government: $0
- Industry (Member): $250.00
- Industry (Non-Member): $400.00