Meet Todd Jones. Todd proudly bought his family’s rowhome in a large urban community 30 years ago after he left military service. After raising four children, Todd and his wife are empty nesters and active volunteers in local community activities. Todd is concerned about maintaining the value of his home and began attending community neighborhood …
In the past few years, we’ve seen the emergence of Government Chief Customer Experience Officers, a new kind of executive in the c-level suite.
A Government Contact Center Audit Program Is Critical
I recently met with Cynthia, a Senior Government Contact Center Leader, who was at her wits end trying to manage the agency’s initiative to transform and modernize the contact center as part of her performance expectations. Cynthia was familiar with the buzz words around “customer experience” but was struggling to decide how to prioritize and build a business case for change. She didn’t know what “specific problem she was trying to solve” but knew she had to show she was doing something to improve the customer experience. “Journey mapping, multi or omnichannel communications, CRM, IVR, data visualization, AI, knowledge management, etc. What should I do?”
More Women Needed As Federal CIOs
Using Human Centered Design to Improve Government Digital Customer Experiences
In 2002, the City of Baltimore, led by Director Lisa N Allen, was the first city in the country to launch 311 as an intake center for all service request and requests for general information from citizens and visitors. Over the years, many cities and counties have modeled Baltimore’s 311 and have implemented 311 call …
Think mobile first.
On Veteran’s Day 2016, VA launched the MyVA311 telephone platform: A unified and centralized enterprise wide approach that Veterans can use to easily find information via telephone.
Taxpayers often turn to the government when they are overwhelmed and stressed out by personal circumstances. A fragmented experience across government websites compounds their distress both increasing the burden on call center staff and the cost of meeting taxpayers needs. A consistent, thoughtfully designed experience (starting with websites and contact centers) will make a tremendous …