Successful Government Customer Experience Transformations and the Technology that Drives Them

Transcription

1 Successful Government Customer Experience Transformations and the Technology that Drives Them July 19, 2013 NaCO Technology-Innovation Summit 1

2 Executive Order--Streamlining Service Delivery and Improving Customer Service 1. Establish one major initiative that will use technology to improve the customer experience 2. Establish mechanisms to solicit customer feedback 3. Set clear customer service standards and expectations 4. Improve customer experience by adopting proven best practices and coordinating across service channels 5. Streamline agency processes to reduce costs and accelerate delivery 6. Use technology to lower costs, decrease service delivery times, and improve the customer experience 2

3 Room for Information and Interaction to Improve Rate of Organizational Efforts (Percentage of respondents, n=200) 10% 10% 2% N/A Poor Average Superior 55% We wait for them to come to us. We rarely take the initiative in information sharing. 64% 35% 25% to Make Information Available Online to Interact with Citizens 3

4 Organizations are Overextended and Underperforming across Platforms Rate of Organization s Efforts to Interact with Citizens (Percentage of respondents, n=200) Superior Average Poor N/A On mobile devices 10% 32% 28% 30% On social media 13% 31% 27% 29% By mail 13% 54% 20% 13% By 19% 52% 19% 10% By telephone 20% 45% 20% 15% In live events and seminars 26% 48% 19% 7% Online 32% 54% 11% 3% 4

5 Government Service Disconnect? 96% think government service can improve Government Service, Public Perception 92% prefer to engage online 86% want to engage on their own time 43% say it will take government 1-5 years to catch up Source: Harris Interactive Open Government Study,

6 5 Ways Counties Can Get Started Maximizing Cross Channel Customer Experience 4 5 Feedback Seamless Customer Experience 1 Go Mobile, Social 3 Offer Self- Service 2 Establish a Knowledge Foundation Understand Customer Touch Points 6

7 County Opportunity The Evolution of Call centers deployed to relieve 911 workload Decreased cost of emergency services and citizen service requests Served as catalyst for Constituent Experience Source: The Next Generation of Local Government, Oracle Whitepaper, Feb

8 Next Gen Constituent Experience Analyze Performance Trends and Policy Outcomes 8

9 Next Gen Constituent Experience Obtain Operational Efficiencies 9

10 Next Gen Constituent Experience Track and Improve the Effectiveness of Programs, Employees and Service Delivery Partners 10

11 Next Gen Constituent Experience If we can reduce someone s call volume by 50% that s four hours a day that they can now spend doing what they were hired to do. Efficiency gains are exponential at that point. Kristin Gonzenbach Director of Process Improvement Dekalb County, GA Source: The Next Generation of Local Government, Oracle Whitepaper, Feb

12 CX Continuum in Government High Customer Touch Point Low Increased complexity, technology components Longer time to resolution Collaboration intensive 12

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