Customer satisfaction in the government space ranks last behind the airlines. When customers do request service, 47% find them complex. 48% experience poor customer service and 47% feel disrespected. Recognizing this negative impact on society, President Management Agenda item number two refocuses federal agencies on providing better experience. Prioritizing CX will enhance customer satisfaction, trust and engagement while demonstrating public accountability and responsiveness to needs. And this is being documented and tracked quarterly on performance.gov.
GovTechExpert represents my approach for advising government on innovative technology solutions leveraging my experts skills. It starts with understanding the customer and their customer. Leveraging unique IP, I use human-centered design methods to understand the why, the thing, the people, and the place where customers make requests of government agencies.
I then take the service design and leveraging my extensive research, determine the best tools or technology to use for truly innovative solutions. My focus is on customer experience, but I have a deep understanding of other applications that CX can be connected to for end to end service delivery. Applications are extended by a powerful platform and infrastructure services, and I also spend time going deep on critical and enabling services like data, security, and artificial intelligence.
My approach is unique as I apply five core skill domains that I have built over 28 years of technology program delivery experience to ten CX IP assets that provide a basis for an agency to develop and implement customer centered CX programs.
I can help agencies navigate this journey with capabilities that map to the federal CX roadmap. Strategy services for the first two phases and point solutions and IV&V services during the implementation. My focus only on government CX, the unique technology IP assets that I have created, and my expert skills and experience make me highly qualified to help your agency provide a better customer experience.
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