Say What? Government is Driving Towards Customer-Focused Initiatives


In the present times because of being well aware and well educated the public expectations are at their peak, and in contrast to this their trust in government is truly diminished to its lowest level ever, so there is a dire need for the public sector to come up with more customer friendly and promising initiatives. Experienced persons, seniors, students, taxpayers, every one of the citizens possess the right to enjoy the best service from their government. Here is our forecast for how the federal government will improve customer service in the upcoming times.

In the future most of the agencies in government will head to establish a Customer Experience Office that is accountable to the Chief of the agency. Fortunately many agencies have moved forward and hired Chief Customer Officers (CCOs), and more have strong affinity to follow in their footsteps.

Moreover, digital channels are increasingly dominating as the means for public’s preferred channel for networking with government. Digital business strategies would be focused in order to improve the customer experience throughout the way.

The Administration’s major emphasis on customer service provides agencies additional inducement and prop up to update services, set performance standards, and perk up the government- customer experience.

Mobile will be the potential mean to render service anytime, anywhere, on any device.

Keeping in view the fact that people demand to access government information and services from phones, tablets, or other devices, agencies will move to accurately-designed websites, and build up more mobile apps to meet this need. In addition to this social media will go on with effectively delivering information and services.

Instead of digital channels gaining partiality with some, many people still prefer face-to-face or phone contact. Contact centers will provide incorporation between channels through healthy knowledge bases used by websites, contact center representatives, and other techniques.

Another major customer service strategic initiative is that government employees will be recognized and rewarded for delivering great customer service to the public.

What are your organizational strategies to improve customer service over the next 3-5 years?

Rosetta Carrington Lue is the City of Philadelphia first Chief Customer Officer. She is a dynamic leader in the fields of Customer Experience Management, Strategy and Technology, Social Media and Community Engagement in both public and private sectors.

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