Expert Capabilities

Services, IP Assets, and expertise to empower government agencies in improving operations, compliance, and CX.

Capabilities

Enhance government agencies' operations, compliance, and customer experience through tailored CX services and IV&V.

Strategy

GTE offers a comprehensive Human-Centered Design (HCD) service encompassing Discovery, Design, Delivery, and Measurement phases. Leveraging proven HCD methods such as Design Studio, Stakeholder Interviews, Persona development, Journey Mapping, Prototyping, and Testing, we engage with government agencies to enhance services through empathetic user engagement. Our iterative approach and use of our comprehensive IP Assets, ensures dynamic adaptations for evolving needs, resulting in user-centered, goal-aligned solutions that elevate the customer experience.

solutions

GTE offers specialized capabilities in Eligibility Determination, Knowledge Management, and Oracle Service (RightNow) Solutions. Our Expert System expertise focuses on intricate government eligibility determination, optimizing accuracy and efficiency in assessing eligibility and benefit levels for complex scenarios. In Knowledge Management, we provide comprehensive solutions within CRM systems, enabling seamless content creation, collaboration, and publication, ensuring effective customer interactions. Additionally, our Oracle Service support covers report development, data management, workspace design, business rules, and maintenance, enhancing system performance and data-driven decision-making for agencies.

IV&V

GTE provides Independent Validation and Verification (IV&V) services customized to meet the distinct requirements of government agencies' Customer Experience (CX) programs. With over two decades of experience, including roles in technical sales and service delivery for various CX vendors, our comprehensive IV&V expertise enhances the reliability, excellence, and compliance of CX initiatives. Our diligent assessments, audits, and testing procedures validate program efficacy, regulatory adherence, and user-centric alignment. Our IV&V services empower agencies to optimize CX results, mitigate risks, and consistently excel in delivering citizen-centric services.

IP Assets

IP Assets are tools for customer-centric enhancement, spanning strategy, use cases, teams, and technology guidance.

IP Assets encompass a comprehensive suite of tools for agencies to enhance customer experience. The CX Strategy and Scorecard Framework guides goal attainment through analysis, engagement, metrics, and improvement. CX Use Cases provide detailed scenarios aiding design and effective communication. The CX Maturity Model assesses practices, prioritizes capabilities, and measures progress. CX Team Model optimizes skills, resources, and competencies. The CX Scoping Tool streamlines planning, integration, and compliance. The CX Communication Plan engages stakeholders. The CX Delivery Model aligns approaches, resources, and compliance. The Technology Reference Model ensures solution consistency and interoperability.

Difference

Our CX IP Assets are tailored for government, informed by extensive CX experience, applicable to various project sizes, interconnected for holistic use, and utilize a customizable expert system.

skills

Our expertise in CX, data insights, stakeholder engagement, strategic communication, and more empowers agencies to optimize CX programs, ensuring enhanced service delivery, compliance, and efficiency.

CX expertise and insights

Deep expertise in CX vendor products, roadmaps, principles, identifying enhancements, visualizing interactions, using data, and solving challenges innovatively.