Today we’re releasing the 51st consecutive ForeSee E-Government Satisfaction Index, a report showing comprehensive reflection of the citizen experience with federal government websites. E-Government Government MORE
To help government agencies improve the constituent experience while saving millions of dollars each year, our Avaya Government Solutions team is constantly conducting enterprise business analysis, based on Lean Six Sigma principle and a four-step process of discovery, benchmark, scope improvements. MORE
Today marks the release of ForeSee’s 50th consecutive quarterly E-Government Satisfaction Index. The post Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index appeared first on ForeSee. Customer Experience Research E-Government MORE
Toward the end of 2016 I had the opportunity to hear the perspectives of many people who worked at city, state and national government and who participated in the first few Citizen2020 'Conversations Workshops.'. MORE
Today we finish up our series on globalization and what it means for your CX program. See parts one, two, and three.) My colleague, Paul Herdman, sketches out some key summary considerations for actually making a global program work. MORE
Through the appreciation plaque, Mandaluyong City recognizes the community efforts made by the company in supporting the government’s initiatives and developmental advocacies towards sustainable progress. MORE
The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shep Hyken. MORE
Outside of some fantastic work by the UK government, I haven’t run across many examples of journey mapping in government. The post Case Study: Using Journey Mapping Workshops to Drive Change in City Government Customer Experience appeared first on Heart of the Customer. MORE
This week, large city and county CIOs and CTOs came together at the Government Technology (GovTech) Digital Communities Large City/County Fly-In in Washington, D.C. Government Public sector Government and Public Sector Citizen Services Technology citizen engagement MORE
Government Research & CX Data E-Government FXI E-Government report Public SectorIt’s crucial that decisions about changes to federal websites be directed by data, not by politics. For the last 16 years, the principle of data-driven digital experiences has been the. MORE
Foster Rapid-Fire Experimentation and Learning Read more Categories: Government. Customer Experience GovernmentFederal customer experience (CX) professionals are trying to wage a conventional war against bad CX. But they usually don't have the budget, personnel, or authorities they need to win big, decisive battles. That's why federal CX pros should consider changing their approach and use some proven CX guerrilla tactics instead. MORE
A couple of tools that will come in handy to help the CCO achieve those goals include: Governance structure. Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. MORE
Fortunately, the state of digital government services is strong, with steps being taken to ensure even greater improvement going forward. Government Research & CX Data Citizen Experience E-Government FXI E-Government reportWhen the Trump administration released its proposed budget a month ago, analysts discerned an overarching theme: efficiency and cost cutting. MORE
The post We Hold These Truths: Implementing CX Governance appeared first on Heart of the Customer. As the summer goes on and the Fourth of July approaches, I’ve found myself thinking once again about the principles that our nation was founded upon. MORE
Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses. MORE
The ForeSee E-Government Satisfaction Index (Q4 2013) Now Available Download the Report This quarter’s aggregate score for e-government websites (74.6 The post ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark appeared first on ForeSee. MORE
Public Safety Transportation Mobile Government Public sector Government and Public Sector Internet of Things smart cities local governmentIn part one of this blog series we asked if now is the time for departments and agencies, who may have been pursuing their own intelligent service projects, to come back together to achieve the 1 + 1 = 3 effect of collective action? MORE
Unfortunately,” Parrish points out, “customers remain apathetic about digital government in both theory and practice.”. MORE
Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. Government agencies should focus on harnessing knowledge and unifying it in one place/on one platform to deliver consistent, easily accessible information. “A MORE
Naysayers love to complain that real customer experience (CX) improvement is only for the private sector because government is subject to unique and insurmountable pressures. Use this list of comebacks to subdue government CX skeptics the next time they start raving about: Read more. Don't believe these cynics. Many major corporations must overcome the same hurdles, and some federal agencies are finding ways to break out, too. MORE
For over 10 years, ForeSee has been measuring and reporting on citizen satisfaction with the digital government experience. The post Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens appeared first on ForeSee. MORE
There is an even smaller, third group of customer success managers and professionals and their numbers will grow as time goes by – those who work in the business-to-government sector, or B2G. What Is the Business-to-Government Sector? Future Government Contracts. MORE
Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. What is governance? Do you have a governance structure in place? MORE
During a recent discussion of the Age of the Customer and how it applies to government, one of the participants from a government agency essentially asked why they should care. Needless to say I was taken aback - not shocked really, this is the government after all and not traditionally known for accessible or user friendly services. But personally my experiences have never been as bad as the stereotype of government. With government, citizens do have some recourse. MORE
The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government MORE
The report also reveals citizen satisfaction scores for 100 federal department, agency and program websites and the latest ForeSee Mobile Federal Government Benchmark. The post Achieving Customer Experience Excellence in Digital Government appeared first on ForeSee. MORE
And, differing priorities and objectives across diverse operational needs—particularly in local governments—made agreement on which way to proceed difficult to achieve. Government Public sector Government and Public Sector Internet of Things smart cities local government MORE
Digital government is big in Washington. Next year, the White House plans to spend $35 million more on the US Digital Service, $105 million for digital services teams at 25 agencies, and tens of millions more for digital channels throughout the federal government. And that's just the latest tranche, piled atop hundreds of millions in digital government spending in recent years. Why is public interest in digital government so weak? digital government. MORE
Read more Categories: Government. digital government. e-government. mobile government. Customer Experience Government digital government e-government mobile governmentThe Social Security Administration's (SSA) Supplemental Security Income (SSI) program had a problem: it was paying out way too much in unearned benefits to program participants. This was happening because participants weren't reporting their income often enough. MORE
Customer Service Hot Topics and New Bits Customer Care customer experience customer satisfaction finance government healthcare insurance procedures real estate Ultimate Customer ServiceLeaders ask: Can we deliver top notch customer service even in highly regulated industries. MORE
Our research shows that the emotions a customer experience elicits influence the quality of the experience more than ease and effectiveness in practically every industry - including government. Think about the last time you went through airport security. Or applied for federal benefits. Or paid your taxes. How did those experiences make you feel? What specific emotions did they invoke in you? Did you feel comforted, hopeful, and valued - or insulted, frustrated, and nervous? MORE
In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. MORE
Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. customer experience customer service employee experience governance leadership MORE
As a government department, agency or program, your goal is to serve citizens– efficiently, cost-effectively and using their preferred channels. The release of The ForeSee E-Government Satisfaction Index (Q3 2015) highlights mobile, increasingly the medium of choice for many people. MORE
Who hasn’t stood in a lineup trying to access a government service? Trying to access a government service. The government agency he works for has about 5,000 staff, spread over 14 cities, serving 3 major customer groups. The Surprising Truth About Government Service. MORE
Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery. MORE
I've been thinking a lot about "e-government" and "digital government" these days, and one thing bugs me: the push for online services. Yet not everyone has easy access to a government office. digital government. e-government. MORE
I can consistently predict their future success when the conversation moves to governance. Governance is the active involvement of senior leadership to guide the program and knock down barriers on the way to an improved customer experience. The post Not ready for customer experience governance? As a passionate customer experience (CX) advocate, I frequently get to meet with companies just beginning their customer experience journey. MORE
One of the main issues that will be discussed is global governance. But what is global governance, and why is it so. A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program. MORE
A new report by Forrester Research, titled Transform Government from the Outside In , states that “governments should run more like businesses.” One area where local and federal governments can follow the lead of their private sector brethren is with their online services. MORE
Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). MORE
For over 20 years—starting with the Government Performance and Results Act of 1993 (GPRA) to the recent customer service cross-agency priority goals—federal agencies have been grappling with tactics and strategies to improve their performance in delivering customer service to citizens. MORE
One of the main issues that will be discussed is global governance. But what is global governance, and why is it so. A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program. MORE
Government Related Topics MaritzCX
MAY 20, 2015
One of the main issues that will be discussed is global governance. But what is global governance, and why is it so. A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program.
Verint
FEBRUARY 13, 2017
Toward the end of 2016 I had the opportunity to hear the perspectives of many people who worked at city, state and national government and who participated in the first few Citizen2020 'Conversations Workshops.'.
Tricia Morris
AUGUST 11, 2015
In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector.
MaritzCX
MAY 27, 2015
Today we finish up our series on globalization and what it means for your CX program. See parts one, two, and three.) My colleague, Paul Herdman, sketches out some key summary considerations for actually making a global program work.
Forrester's Customer Insights
OCTOBER 4, 2016
I've been thinking a lot about "e-government" and "digital government" these days, and one thing bugs me: the push for online services. Yet not everyone has easy access to a government office. digital government. e-government.
ForeSee
MARCH 12, 2015
The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government
Tema Frank
JANUARY 10, 2017
Who hasn’t stood in a lineup trying to access a government service? Trying to access a government service. The government agency he works for has about 5,000 staff, spread over 14 cities, serving 3 major customer groups. The Surprising Truth About Government Service.
ForeSee
JUNE 7, 2016
Today we’re releasing the 51st consecutive ForeSee E-Government Satisfaction Index, a report showing comprehensive reflection of the citizen experience with federal government websites. E-Government Government
Verint
JANUARY 26, 2017
Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses.
Tricia Morris
NOVEMBER 6, 2015
Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. Government agencies should focus on harnessing knowledge and unifying it in one place/on one platform to deliver consistent, easily accessible information. “A
ClearAction
MARCH 23, 2015
Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment).
Magellan Solutions
FEBRUARY 15, 2016
Through the appreciation plaque, Mandaluyong City recognizes the community efforts made by the company in supporting the government’s initiatives and developmental advocacies towards sustainable progress.
ForeSee
MARCH 9, 2016
Today marks the release of ForeSee’s 50th consecutive quarterly E-Government Satisfaction Index. The post Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index appeared first on ForeSee. Customer Experience Research E-Government
Forrester
AUGUST 5, 2015
Digital government is big in Washington. Next year, the White House plans to spend $35 million more on the US Digital Service, $105 million for digital services teams at 25 agencies, and tens of millions more for digital channels throughout the federal government. And that's just the latest tranche, piled atop hundreds of millions in digital government spending in recent years. Why is public interest in digital government so weak? digital government.
Forrester
JUNE 18, 2015
Foster Rapid-Fire Experimentation and Learning Read more Categories: Government. Customer Experience GovernmentFederal customer experience (CX) professionals are trying to wage a conventional war against bad CX. But they usually don't have the budget, personnel, or authorities they need to win big, decisive battles. That's why federal CX pros should consider changing their approach and use some proven CX guerrilla tactics instead.
Heart of the Customer
FEBRUARY 19, 2015
I can consistently predict their future success when the conversation moves to governance. Governance is the active involvement of senior leadership to guide the program and knock down barriers on the way to an improved customer experience. The post Not ready for customer experience governance? As a passionate customer experience (CX) advocate, I frequently get to meet with companies just beginning their customer experience journey.
Verint
APRIL 28, 2017
This week, large city and county CIOs and CTOs came together at the Government Technology (GovTech) Digital Communities Large City/County Fly-In in Washington, D.C. Government Public sector Government and Public Sector Citizen Services Technology citizen engagement
Amity
MAY 26, 2017
There is an even smaller, third group of customer success managers and professionals and their numbers will grow as time goes by – those who work in the business-to-government sector, or B2G. What Is the Business-to-Government Sector? Future Government Contracts.
ShepHyken
JUNE 30, 2017
The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shep Hyken.
ForeSee
FEBRUARY 19, 2015
The report also reveals citizen satisfaction scores for 100 federal department, agency and program websites and the latest ForeSee Mobile Federal Government Benchmark. The post Achieving Customer Experience Excellence in Digital Government appeared first on ForeSee.
CX Journey
FEBRUARY 27, 2015
Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. customer experience customer service employee experience governance leadership
ForeSee
MAY 5, 2015
For over 20 years—starting with the Government Performance and Results Act of 1993 (GPRA) to the recent customer service cross-agency priority goals—federal agencies have been grappling with tactics and strategies to improve their performance in delivering customer service to citizens.
ForeSee
FEBRUARY 28, 2014
The ForeSee E-Government Satisfaction Index (Q4 2013) Now Available Download the Report This quarter’s aggregate score for e-government websites (74.6 The post ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark appeared first on ForeSee.
CX Journey
SEPTEMBER 20, 2016
A couple of tools that will come in handy to help the CCO achieve those goals include: Governance structure. Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment.
Verint
JUNE 23, 2017
And, differing priorities and objectives across diverse operational needs—particularly in local governments—made agreement on which way to proceed difficult to achieve. Government Public sector Government and Public Sector Internet of Things smart cities local government
CX Journey
MAY 5, 2015
Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery.
Heart of the Customer
SEPTEMBER 25, 2014
Outside of some fantastic work by the UK government, I haven’t run across many examples of journey mapping in government. The post Case Study: Using Journey Mapping Workshops to Drive Change in City Government Customer Experience appeared first on Heart of the Customer.
CX Journey
OCTOBER 28, 2014
Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. What is governance? Do you have a governance structure in place?
ForeSee
SEPTEMBER 4, 2014
For over 10 years, ForeSee has been measuring and reporting on citizen satisfaction with the digital government experience. The post Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens appeared first on ForeSee.
Verint
JULY 17, 2017
Public Safety Transportation Mobile Government Public sector Government and Public Sector Internet of Things smart cities local governmentIn part one of this blog series we asked if now is the time for departments and agencies, who may have been pursuing their own intelligent service projects, to come back together to achieve the 1 + 1 = 3 effect of collective action?
ForeSee
MAY 23, 2017
Fortunately, the state of digital government services is strong, with steps being taken to ensure even greater improvement going forward. Government Research & CX Data Citizen Experience E-Government FXI E-Government reportWhen the Trump administration released its proposed budget a month ago, analysts discerned an overarching theme: efficiency and cost cutting.
Forrester's Customer Insights
MAY 27, 2016
During a recent discussion of the Age of the Customer and how it applies to government, one of the participants from a government agency essentially asked why they should care. Needless to say I was taken aback - not shocked really, this is the government after all and not traditionally known for accessible or user friendly services. But personally my experiences have never been as bad as the stereotype of government. With government, citizens do have some recourse.
Kate Nasser
MARCH 6, 2016
Customer Service Hot Topics and New Bits Customer Care customer experience customer satisfaction finance government healthcare insurance procedures real estate Ultimate Customer ServiceLeaders ask: Can we deliver top notch customer service even in highly regulated industries.
Topdown
MARCH 7, 2016
Unfortunately,” Parrish points out, “customers remain apathetic about digital government in both theory and practice.”.
Forrester
APRIL 30, 2015
Our research shows that the emotions a customer experience elicits influence the quality of the experience more than ease and effectiveness in practically every industry - including government. Think about the last time you went through airport security. Or applied for federal benefits. Or paid your taxes. How did those experiences make you feel? What specific emotions did they invoke in you? Did you feel comforted, hopeful, and valued - or insulted, frustrated, and nervous?
Forrester
JUNE 25, 2015
Read more Categories: Government. digital government. e-government. mobile government. Customer Experience Government digital government e-government mobile governmentThe Social Security Administration's (SSA) Supplemental Security Income (SSI) program had a problem: it was paying out way too much in unearned benefits to program participants. This was happening because participants weren't reporting their income often enough.
ForeSee
FEBRUARY 14, 2017
Government Research & CX Data E-Government FXI E-Government report Public SectorIt’s crucial that decisions about changes to federal websites be directed by data, not by politics. For the last 16 years, the principle of data-driven digital experiences has been the.
Forrester
APRIL 27, 2015
Naysayers love to complain that real customer experience (CX) improvement is only for the private sector because government is subject to unique and insurmountable pressures. Use this list of comebacks to subdue government CX skeptics the next time they start raving about: Read more. Don't believe these cynics. Many major corporations must overcome the same hurdles, and some federal agencies are finding ways to break out, too.
Avaya
JULY 22, 2016
To help government agencies improve the constituent experience while saving millions of dollars each year, our Avaya Government Solutions team is constantly conducting enterprise business analysis, based on Lean Six Sigma principle and a four-step process of discovery, benchmark, scope improvements.
MaritzCX
MAY 20, 2015
One of the main issues that will be discussed is global governance. But what is global governance, and why is it so. A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program.
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