So we asked respondents how they thought the government customer experience compared to the private sector, on a scale of 1 to 5, with 5 being excellent. Nearly 60% of respondents gave the government customer experience a 3 or higher, while the remaining 40% gave it a 2 or lower. One reason for the lower ratings is the bias that citizens have toward interacting with the private sector rather than the public sector, a barrier that agencies must work to overcome, said Victor Janey, IT program manager at General Dynamics.
Some people believe that their interactions
with government will be cumbersome and inefficient before they contact an agency—whether by phone, in person, or online. The ultimate goal is to change those perceptions by making citizens feel their experience is friendlier, easier, and faster than they thought. “You want them to compare it to the great experiences they get from companies like Amazon,” Janey says.
Citizens should view your agency as a trusted
source that can meet them on their terms. In other words, your agency allows them to interact with your team in the channels and at the ig database times that best meet their needs. “It comes down to empowering citizens and giving them a sense of control,” Janey says. “Often, dissatisfaction with government services stems from citizens feeling helpless in a bureaucratic maze. But if they’re engaged and empowered, they’ll recommend the service to friends and family.
It’s counterproductive to think that government doesn’t
Have to focus on CX, since it’s often the sole how sales leaders can keep their pipeline clean provider of a particular service, such as issuing a passport or driver’s license. Trust is at stake, and if it erodes, it will have an impact on citizens’ interactions with your agency. It only takes a few negative interactions to change the public’s perception of your agency’s customer experience.
Your team is the face of government
Eunpu says. “So you have to come up with the best solution, and you have to really understand your constituents. There’s a lot of stuff that’s been said about cust tg data omer experience being a priority, but I think it stems from a sense that government is trying to be on equal footing with the private sector.” “What we in government want to do fundamentally is to build a sense of trust when.