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Collection

Customer Experience in Government

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.
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Deloitte Insights

Article

true Citizen experience in government takes center stage Treating citizens like customers to drive triple value impact

Coinciding with the digital wave, governments worldwide are increasingly focusing on customer experience as they seek to improve customer satisfaction, efficiency, and mission-effectiveness.

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Deloitte Insights

Article

true Compliance without tears Improving the government-to-business experience

A focus on improving the customer experience may offer a key to reducing friction costs in government-business interactions.

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Deloitte Insights

Article

true Employees as customers: Reimagining the employee experience in government How design thinking and customer experience tools can help attract and engage public servants

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.

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Deloitte Insights

Article

true Unlocking “household DNA” to deliver a personalized customer experience in health and human services The value of segmentation

​As health and human service agencies strive to deliver personalized yet cost-effective services, a concept called household DNA can help by providing deeper insight into different customer groups.

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Deloitte Insights

Article

true Elevating the human experience Using human-centered design in health and human services programs

​In health and human services programs, too often recipient experience takes a back seat to business processes. In contrast, human-centered design puts people at the center of program design and delivery.

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Deloitte Insights

Article

true RX CX Customer experience as a prescription for improving government performance

By changing the way people interact with a process instead of focusing solely on the process itself, agencies can broaden the range of available solutions.

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