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3 min read
Citizen experience management is revitalizing government agencies
At a time when citizens are demanding better service, government agencies are striving to find solutions for how to make it happen. The Biden administration recently updated guidance from the Office of Management and Budget [OMB] to improve customer experience. This executive order directs agencies ...
2 min read
How to maintain social distancing when reopening government offices
During the past year, government offices around the world have closed down many of their services to the public. With vaccinations taking place, public offices should be able to reopen, but with a backlog of cancelled visits, the demands on their services will be bigger than ever. Here I will tell y...
2 min read
Customer Journey Optimization for Government Agencies
There are various ways for government agencies to get better results with regard to customer journey optimization. Finding solutions to increase efficiency and improve customer satisfaction has become more important than ever before. The Covid-19 pandemic has pushed the need for safer queuing and cu...
4 min read
Virtual queuing system: What, how, and why
As the situation changes, businesses and organizations need to adapt to the new normal. For service providers who remain open, the need for a safer environment for staff and visitors is becoming more important than ever. One of the solutions to keep social distancing while providing services is usin...
3 min read
How to Reduce Customer Wait Times with Automation
No rule says customer experience (CX) excludes government agencies. However, it’s challenging enough for enterprise business to implement CX strategies, meaning it’s even more so for governments with the uphill battle of limited budgets, staff shortages and hiring freezes. No matter the business sec...
1 min read
How to Manage Operational and Cost Efficiencies for a Better Citizen Journey
Public services thrive when they find the right balance of quality of service and efficiency, without excessive cost. For citizens that rely on the public service, their experience is made up of a combination of both elements. A quality service will only be a good experience if it doesn’t take too l...
2 min read
How managed service can facilitate your customer journey management
You have probably heard about managed service if you work with IT or deal with IT solutions. Why is the trend going towards more solutions on managed service, and is there a reason to consider managed service for customer journey management? General trends in managed services IT investments in manag...
2 min read
5 reasons to encourage Customer Feedback in Public Services
For public services, customer feedback is often feared as much as it’s appreciated, usually because feedback is only supplied if a visitor has a negative experience, with the vast majority of visitors not bothering to leave feedback at all. However, customer feedback is not something to be feared, i...