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Digital Customer Experience Services
Citizens’ demands are rapidly changing, and government customers want interactions to be on par with those they have in the private sector—mobile, innovative, and easy to use. As digital and technology trends continue to evolve, a forward-thinking customer experience strategy can improve citizen engagement and put your agency at the forefront of innovation.
- Video: Greg Pellegrino
- Customer experience
- Customer experience in government from Deloitte Insights
- Key findings
- Video: Deloitte Digital
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Putting the custom back into Federal customer experience
Measuring customer experience in government
To build an effective, intelligent customer experience strategy, leaders must be able to measure the current customer experience, spot when challenges arise, and assess the impact of customer-centric initiatives. Our customer experience measurement services can help. Learn more about our current offerings, including those targeted at achieving compliance with new customer experience measurement requirements facing numerous federal organizations.
Customer experience in government from Deloitte Insights
Customer experience in government collection
Like many organizations in the private sector, forward-thinking government agencies are realizing that their ability to execute their mission can be linked to their ability to deliver an effective customer experience—to businesses, to citizens, and to their own employees.
Employees as customers: Reimagining the employee experience in government
A focus on improving the customer experience may offer a key to reducing friction costs in government-business interactions.As governments look to build a workforce able to tackle the tough, interconnected challenges of the 21st century, strengthening the government employee experience is particularly critical. By treating employees as customers, agencies have the chance to improve both the employee experience and their own ability to execute their mission.
Compliance without tears: Improving the government-to-business experience
While many businesses may welcome fewer government regulations, what’s often most important to them is simply to spend less time on reporting and compliance.
Rx CX: Customer experience as a prescription for improving government performance
What could happen if government viewed certain public sector challenges through the lens of customer experience? By changing the way people interact with a process rather than focusing solely on the process itself, agencies can broaden the range of available solutions.
“When you look across the federal government, departments and agencies are very diverse when it comes to their cultures, missions, and customers,” said Greg Pellegrino, principal and customer strategy specialist at Deloitte Consulting LLP. “As agencies work to strengthen public confidence and satisfaction with government services, their efforts can benefit from focusing on their customers, everything from how they develop new processes to deploy digital solutions.”
Customer-centric service key findings
Perceptions of customer service quality differ between federal managers and the general public
Sixty-five percent of federal managers indicate that their organization goes above and beyond to deliver a customer experience tailored to users’ unique needs, and 67 percent say their organization’s service is on par with that from the private sector. However, according to leading consumer surveys*, satisfaction with government services is at an eight-year low and the federal government ranks near the bottom in a cross-industry comparison.
The motivation to improve customer service, as well as the obstacles, vary depending on agency mission and constituency
Respondents report that the obstacles to meaningful reform are budgetary, technological, and cultural. Public-service focused respondents are more likely to cite outdated technologies, cultural resistance to change, poor training, and lack of interagency collaboration as challenges.
Many agencies have yet to take key steps to improve service
Less than one-quarter of respondents say their organization uses analytics to define customer segments, uses a customer relationship management system, or aligns incentives with attention to customer-centric service. Further, less than half believe that their organization does a good job soliciting feedback from customers and only 42 percent say their organization uses quantitative metrics to track performance toward customer service goals.
Deloitte Digital customer experience
Our customer experience offering is built on our four principles that incorporate capabilities across strategy, human capital, and technology:
- Action segmentation: Segmenting customers into meaningful and actionable groups to better understand their unique needs and preferences
- Behavioral influence: Creating meaningful impact by understanding needs, anticipating behavioral triggers, and shaping actions
- Design for the future: Deconstructing complex problems and designing solutions from the lens of the customer
- Service design and transformation: Aligning organizational operations, resources, and infrastructure to support customer-centric initiatives and organizations
Our Government & Public Services practice brings fresh perspective—from inside and outside government—to help you anticipate disruption, reimagine the possible, and fulfill your mission promise. People, ideas, technology, and outcomes—all designed for impact.