This project is a series on Customer experience in government. For each separete article I've created an original cover:
-THE CUSTOMER EXPERIENCE
-THE GOVERNMENT EMPLOYEE EXPERIENCE
-THE BUSINESS EXPERIENCE
CLIENT : DELOITTE UNIVERSITY PRESS
AD: SONYA VASILIEFF
-THE CUSTOMER EXPERIENCE
-THE GOVERNMENT EMPLOYEE EXPERIENCE
-THE BUSINESS EXPERIENCE
CLIENT : DELOITTE UNIVERSITY PRESS
AD: SONYA VASILIEFF
THE CUSTOMER EXPERIENCE:
Title: Harnessing the voice of the customer to improve performance in government
SUMMARY:
This piece is about developing solutions to government performance, not just by improving infrastructure, or
trying to optimize an existing business process...but by “changing the lens to focus on the customer’s experi-
ence”. This can widen the range of solutions to tackle problems, often at a lower cost.
ence”. This can widen the range of solutions to tackle problems, often at a lower cost.
A positive experience with government can go a long way in improving perception and overall trust.
THE GOVERNMENT EMPLOYEE EXPERIENCE:
Title: Improving the employee experience in government
SUMMARY:
This one is all about the government employee experience noting that “engaging an organization’s people is
ultimately about removing pain points and distractions at work to create a better experience”. So in this case -
thinking of employees as customers - and improving the CX, can improve both employee’s experience but also
key business outcomes.
It was pointed out that data collection tools and apps can provide insight into productivity...and given the
insights, employees can make individual adjustments to help them be more productive and feel more in con-
trol of their work environment. A large goal is simplify work and free up time! Let employees “job sculpt”.
trol of their work environment. A large goal is simplify work and free up time! Let employees “job sculpt”.
THE BUSINESS EXPERIENCE:
Title: Compliance without tears: Improving the government-to-business experience
SUMMARY:
This article is regarding government compliance things that businesses are required to do such as registering,
permits, licenses, etc. and how painful doing these things can be. In other words - a lot of red tape. All this
compliance costs a lot of money and in consequence can cost jobs. This paper points out that while fewer reg-
ulations would be nice - they are difficult to achieve - well because it’s government! So instead, by providing
ulations would be nice - they are difficult to achieve - well because it’s government! So instead, by providing
a different CX, government could find ways for businesses to spend less time and energy on regulations. The
same regulations are there, but the experience is better. Again this article points out that agencies need to get
out there and “know the customer”. Find out what the unique set of characteristics are for each customer.
Understand common customer interactions and experiences. What does the customer want? Big goals are to
reduce cost, waste, time - make things simpler.
