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Customer Experience

We help government leaders at all levels to understand what the people they serve care about and transform the services they deliver.

As private-sector innovators raise customer expectations, governments find themselves lagging behind. With limited resources, outdated IT systems, fragmented data, and workforce constraints, they face an uphill struggle. By harnessing digital and analytical technologies, empowering frontline employees, and learning from behavioral science, they can make better use of public resources and provide better experiences.

What we do

We support senior government leaders in achieving substantial and lasting improvements in the experience they provide to individuals they serve, businesses, nonprofit and other agencies, and government employees. We help our clients do the following:

  • Understand what matters most to customers by exploring how satisfied they are with their customer journeys, uncovering pain points, and identifying underlying causes
  • Build a business case for transforming customer experience by linking critical outcomes concerning mission, employee engagement, risk reduction, finances, and public trust in government
  • Set a vision and aspirations for customer experience, taking into account the realities on the ground, including resource availability, timetable constraints, and competing priorities
  • Design improvement initiatives based on in-depth research, best-practice benchmarks, and rapid prototyping with citizens
  • Launch project pilots to test initiatives, integrate customer feedback, develop measurement tools, and train customer-experience champions
  • Scale up the transformation through effective change management and by embedding customer-experience measures to track impact and support continuous improvement

Examples of our work

In the past five years, we have helped do the following:

  • Develop a new digital approach for a North American tax agency that saved hundreds of millions of dollars and created a better online experience for users
  • Accelerate claims reviews at a natural-disaster assistance program by a factor of ten, while helping improve organizational health by 50 percent within two years
  • Reduce the applications backlog at a large social-services agency by 70 percent and improve employee engagement by more than 40 percent
  • Increase home-building applications following natural disasters for a US state housing-reconstruction program, culminating in a 98 percent satisfaction rate with the service

Featured Insights

Customer Experience in the Public Sector

Government agencies that focus on strengthening customer service serve people better.