Improving customer experience to enhance performance in government

 

Portrait Of Staff Standing In Modern Design Office
Portrait Of Staff Standing In Modern Design Office

 

What could happen if government viewed certain public sector challenges through the lens of customer experience? By changing the way people interact with a process rather than focusing solely on the process itself, agencies can broaden the range of available solutions.

Sourced through Scoop.it from: www2.deloitte.com

“The experience begins the moment a customer contemplates buying a book, and doesn’t end until she’s finished reading it and, if it’s really good, recommended it to her friends.

Customer service, on the other hand, is narrowly focused on the actual transaction of buying the book only.”

Residents welcomed to Niagara Falls 311 planning meetings

The Niagara Falls Community Development Department is competing for a grant to fund a citywide 311 system and is are asking residents for input. 311 is a nonemergency phone number that people can call in many cities to find information about services, make complaints, or report problems.

Sourced through Scoop.it from: www.wnypapers.com

“A grant-funded 311 system would change and improve the way the City of Niagara Falls does business and serves residents,” said Seth Piccirillo, director of Niagara Falls Community Development. “It is essential for our citizens to help plan this system, and we hope the public will join us at our meetings, as always.”

Why Your Data Strategy Needs to Align with Your Business Strategy

Now you might think that it is quite obvious that companies would understand the importance of using data. But, you would be surprised how many organizations do not fully align their Data Strategy with their business objectives.

Sourced through Scoop.it from: www.dataversity.net

Cities that want to make the transition into being a ‘data driven organization’ may entail coordinating operational business decisions to a systematic interpretation of information by deploying Advanced Analytics.

311 Contact Centre marks 10 years of helping Winnipeggers – Our City, Our Stories – City of Winnipeg

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Winnipeg’s 311 contact centre was launched January 2009 to improve customer service. In the first 10 years it has evolved to continue to meet the needs of residents.

Sourced through Scoop.it from: www.winnipeg.ca

City of Winnipeg 311 Contact Centre marks 10 years of helping Winnipeggers.  311 launched in 2009 as a way to improve customer service.

Winnipeg was among the first group of cities in Canada to develop a contact center.