However she says many people misunderstand that the experience begins when someone walks into an agency or logs onto a website. In reality, the customer journey begins much earlier than that – when citizens begin to consider using a service. “Think about Starbucks,” she said. “Your first touchpoint is not when you walk into the store, but when you decide you need a cup of coffee to perk you up.TSA’s most popular service is “AskTSA,” which allows passengers to ask travel-related questions before entering the airport, such as what they can bring on board. Tie service to mission.
York says the question he hears most from
Agency leaders is why it’s worth investing in improving customer satisfaction. “For example, if you’re going through TSA and you don’t have a choice, then what does it matter if you have happy customers?” he says. “Well, the answer is that unhappy customers increase service costs.” Customer experience can have a significant impact on an agency’s ability to fulfill its mission, but the connection isn’t always obvious.
It’s up to CX advocates to make it more obvious.
For example, Piozia’s team at OPM pushed to improve the user experience at USAJOB because it could ultimately reduce the time and cost overseas chinese in worldwide data of hiring civil servants. In Corcoran de Castillo’s TSA example, the agency was able to improve operational efficiency at screening centers across the country simply by providing better responses to customer questions Use data.
To clearly tie strong customer service to
an agency’s mission, our experts agree this not only helps build trust that you have to prove it with data. Again, the TSA customer journey is a great example: after initial success in the pilot phase, the TSA’s customer service team was able to secure 10 full-time employee positions for the program. The funding was approved because the team demonstrated their results—over 330,000 customer service requests were answered in less than 20 minutes per request., 000 requests.
Once the program was fully funded
staff saw 179% growth in less than a year. They brou tg data ght that data back to leadership to secure another five FTEs. However, Griffin warns, “Not all data is relevant. You have to find data that’s actionable. That can be challenging because it’s not black and white.” Often, you need to combine multiple different types of data to paint a clear picture of how CX can improve operations. “We’re never going to have a single source for all the data,” Griffin continues.