To discuss the results of the survey, GovLoop brought together experts from around the customer experience field in the online training, A Digital Revolution in Government Customer Experience. Mariela Melero, Associate Director of Customer Service and Public Engagement at USCIS; Victor Janey, Program Manager, Census Questionnaire Assistance at General Dynamics IT; Jessica Barret-Simpson, Senior Advisor at the U.S. Department of Education’s Office of Federal Student Aid; and Megan Eunpu, Federal Accoun.
Executive at Genesys kicked off the
Discussion by discussing where CX is right now in government. While CX in government draws some parallels to the private sector, delivering an excellent customer experience to citizens has unique challenges. “For us, the main challenge is to deliver a quality customer experience to the customers we are serving in the way that they deserve and that is 100 percent aligned with our mission,” Melero explained.
In order to do this, agencies have to
Shift from providing a one-off customer interaction to an entire customer experience. However, making this shift can be difficult without the proper technology. “One of the bigger challenges we are facing right now is keeping pace with overseas chinese in europe data citizens’ evolving expectations of technology,” Janey said. “The ultimate goal for CX in government is building public trust in government services.
Leveraging technology to build an omnichannel
Solution that addresses that to the highest variation b this can help degree possible is critical.” An omnichannel approach means that governments are providing services t tg data hrough multiple channels in order for all customers to have access to them. Whether it is email, a call center, website, text, chat service or social media, agencies should have multiple channels that citizens can use to get in touch.
Leveraging different technologies is
Critical to providing a good customer experience, but you have to find the right ones for your agency,” Eunpu explained. “A lot of it is taking a step back and looking at who your customers are and looking at what you are trying to achieve and deciding what technologies will work best for you.” For example, as an employee of the Office of Federal Student Aid, Barrett-Simpson has a unique relationship with her agency’s customers.