5 Expert Tips for upgrading Government Customer ExperienceJohn Sanders
A lot of effort indeed has to be put in to provide a good customer experience. It doesn’t happen by mere accident. Almost a year after Joe Biden, the president, issued a directive on the subject, a representative of the Office of Management and Budget reemphasized the significance of enhancing the customer experience with the federal government on Tuesday.
According to Andy Lewandowski, customer experience, cyber security, IT modernization, and exploiting data as strategic assets are the four primary goals of the office of the federal chief information officer.
The customer experience must be improved, which demands a consistent strategy, funding, and workforce. Here is what customer experience practitioners and specialists have suggested for achieving success during the summit.
Committed Leadership is important
Government initiatives will only succeed or receive significant cash with the cooperation of agency management. Data analyst Nicole Callahan of the Federal Student Aid Office of the Education Department provided a number of strategies for winning support. According to her, building empathy and showing value are the most crucial. People must be reminded from customers’ mouths that what the company does, matters.
She stated that leadership was also present throughout the team’s visits to the contact center. Seating leaders next to contact center workers in the field helps them better comprehend the daily difficulties that workers encounter.
Kenneth Corbin also advises making the story essential, small, and relatable.
Determine what is essential.
With millions of Americans calling IRS agents seeking help filing their taxes, the IRS transforms into the federal agency with the highest level of engagement during tax season. It can be stressful for many people, and there may be a lot of waiting. In the previous season,
IRS provided 5.7 million Americans with a customer callback option during the previous filing season, thereby saving customers 1.7 million hours of waiting time. The freed hours contributed to a better customer experience and raised taxpayer confidence.
Staff should be capable.
Having the most competent staff can only help if you have adequate digital tools.
According to Chaudhry, HUD replaced a customer relationship management system that had been in use for over 20 years and added robotic process automation to improve the working conditions for its staff. Unexpectedly, positive things occurred.
According to Nicole French, branch manager for customer service at TSA, the organization is working to integrate customer experience into its culture. It has started orientations for new hires and “Demystifying Customer Experience” briefings to inform the screening staff of how customer service supports TSA’s mission.
Customer Trust is crucial.
A business needs to gain its customer’s trust. Do you trust the Veterans Affairs Department to keep its promise to veterans; the department asked veterans seven years ago when establishing its first baseline for veteran trust. Only 55% of veterans agreed. However, their response was much needed for future strategies.
Since then, VA has completely changed how it approaches the veteran experience, incorporating it into its fundamental values, developing a CX playbook for other agencies, and establishing a culture that aims to treat each veteran as they’d like.
Nicola Hall says that trust is paramount, and it saves lives and builds loyalty and equity.