Welcome to the Age of the Customer Experience

Transcription

1 Welcome to the Age of the Customer Experience April 30, CS WEEK SYNERGY GROUP 1

2 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,

3 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 4

4 Room for Agency Information and Interaction to Improve Rate of Agency s Efforts (Percentage of respondents, n=200) We wait for them to come to us. We rarely take the initiative in information sharing. 5

5 Agencies Are Overextended and Underperforming across Platforms Rate of Agency s Efforts to Interact with Citizens (Percentage of respondents, n=200) 6

6 7 This is absurd! Christmas Eve and yet my block has no water...again for the millionth time this year. The city needs to get it together. I want to report a cab. 311 was useless. Cab 73 (4- door yellow cab) was parked today. It took three The city website is still handicap spots. I have incorrect about when to pictures. sign up to speak at city council meetings. I was myface.com contacted and told that it myface.com would be corrected. It looks like the ball was dropped again. I'm sick and tired of paying the city and not ever getting results. We need new people in office. Especially in the animal control dept When I go online, I can t easily find what I need. It s too complicated! Wait time for 311 noise complaint phone filing for honking cars at 1am is greater than 15min, website filing for such complaints is gone. Why? I had an absolutely fantastic experience at the Vital Statistics office this morning. The staff was helpful, courteous and I was in and out in 15 minutes with my document!

7 5 Ways Governments are Getting 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 8

8 Citizen Journey Across Channels Engage Inform Request Assign Evaluate Notify Fulfill Measure Web Program Info Pre-Screening Analyze/ Optimize Mobile Tweet Web Experience Complete Application Check Case Status Social Monitor Respond Tweet In Line Experience In-line Contact Center Program Outreach Chat Submit Documents Schedule Interview Determine Eligibility Confirmation Issue/ Serve Report Change of Circumstance 9

9 Oracle s Complete Citizen Experience INTERACT Communicate & Respond SERVE Fulfill & Support Oracle CRM RightNow CX Cloud Service Oracle Policy Automation Oracle Knowledge Management Oracle Business Intelligence Oracle Cloud Social Relationship Management 10

10 Engage Awareness & Accountability Monitor public, business and interest group sentiment Engage through social media broadcast and peer-to-peer Crowd-sourcing municipal priorities Targeted outreach 11

11 Inform Access & Understanding Publish information Knowledge-based web selfservice inquiries Agent-directed response to inquiries Guided interactions Pre-screening Transparent reporting 12

12 Request Ease & Consistency Service Request (across all channels) GIS/Proximity-based License, Permit & other Applications Pre-Screening Easy Natural Language Intake 13

13 Assign Automation & Efficiency Workflow-based routing Duplicate detection Departmental, team-based, rolebased Availability, skills-based, proximity-based Extend to 3 rd party service providers and contractors Integration 14

14 Evaluate Accuracy & Usability Inspections, Assessments, Verifications, Determinations, Approvals Mobile usability Task, route & proximity-based Reassignment Audit trail Integration 15

15 Notify Continuity & Timeliness Assignment notifications Time-based and priority-based escalation Compliance, acceptance, issuance notices Completion notification/closure Risk notifications to interested parties 16

16 Fulfill Effectiveness & Satisfaction Scheduling Task, route and proximity-based Process automation Approval workflow & audit trail Mobility Integration 17

17 Measure Accountability & Improvement Service & interaction efficiency Time-based analysis GIS-based analysis Collect feedback Executive dashboards Open data Transparency Publish results 18

18 Government Agencies Transforming through Customer Service 19

19 Air Force Personnel Center Solutions Raised customer satisfaction levels from poor to very good Moved many personnel programs to new webbased knowledge management service Increased monthly utilization of web knowledge base - over 1 million hits a month More stable, faster and current system that is upgradable in a Cloud hosted environment Combined personnel services improvements with necessary cost reductions 20

20 DHS Customs and Border Protection Solutions 98% self-service rate on CBP s website using web self-service Use of reporting to track trends and create management and agent dashboards Feedback increases the opportunity to receive and respond to customer comments and recommendations Sharing with USA.Gov providing additional options for citizens to find timely information 21

21 New York State DMV Solutions 24/7 Web information self-service to the state s citizens and businesses Approximately 3500 to 4000 daily site visitors find answers through selfservice Less than 2% of those visits result in questions via a 75% overall reduction Improved service while reducing phone, , and in-office operating costs 22

22 State Health Insurance Exchanges Solutions The Center for Consumer Information and Insurance Oversight (CCIIO) under CMS has made Customer Service part of Health Insurance Exchange foundation. State Exchanges will deploy multi-channel customer service, Web self-service, and utilize social media to drive awareness and monitor trending Customer service functions will begin to roll out in 2013, with open enrollment in October, and exchanges fully live in

23 Montgomery County, MD 311 Solutions Consolidated 5 contact centers into one; $10M in savings to the county Serves 990K county residents and visitors through multi-channel 311, IVR, Web, and Mobile Awards for government customer service excellence by Public Technology Institute, and National Association of Counties Gartner and 1to1 Media Award for Customer Analytics: County Executive Dashboards 98% request accuracy rate, 95% of calls answered <20 seconds, <3% abandon rate 24

24 2,000 + Customers 25

25 Oracle SRM Customers 26

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