Improving Customer Experience and Transforming Service Delivery
| Attachment | Size |
|---|---|
 ACT-IAC 2020 Election - CX FINAL.pdf | 673.48 KB |
Abstract
Produced by the Institute for Innovation
This paper builds on ACT-IAC’s Agenda 2021 capstone document, “Delivering Outcomes, Building Trust”. Released in July 2020. The paper focuses on:
- understanding customers;
- transforming service delivery; and
- measuring impact and increasing accountability
The paper contains actionable recommendations to build on previous efforts to improve customer experience, deliver better services more efficiently, and increase citizens’ trust in their government