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Customer Experience in the Public Sector

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

The global case for customer experience in government

September 2019 – The latest research shows: when government agencies offer a better customer experience, they deliver measurable impact across multiple priorities. Public-sector leaders should pick their spots and be bold.
Article - McKinsey Quarterly

The public sector gets serious about customer experience

– As public expectations rise, government agencies are doubling down on improving service delivery to delight their customers.
Article

Build a case, build a following: Laying the groundwork to transform customer experience in government

– Transforming government agencies to serve people better relies on making a compelling business case and inspiring supporters willing... to champion the change. Here’s how.
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Understanding the customer experience with government

– Government agencies that are unclear on what matters most to their customers risk wasting time and resources on the things that... don’t. Finding out is the first step.
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Solving the customer-experience puzzle: A guidebook for government leaders

– It takes focus to transform public-sector agencies to serve a diverse set of customers better. A ready reference—based on... lessons from government leaders—can help.

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A growing movement is under way among government leaders who have begun to champion customer experience as a powerful tool for achieving mission outcomes, increasing employee engagement, improving government revenue collections, and building overall trust in government.

Improving customer experience at federal agencies

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How customer experience takes flight at the Orlando airport

Is it possible to have a good customer experience in an airport? Domingo Sanchez, a board member of the Greater Orlando Aviation Authority, explains an effort by the Authority’s CEO and board to do just that.

Making an impact

Executive Briefing - McKinsey Quarterly

The CEO guide to customer experience

– Companies that create exceptional customer experiences can set themselves apart from their competitors.
Article

Improving the customer experience to achieve government-agency goals

– The benefits of a customer-centric strategy aren’t limited to private-sector businesses. Government agencies at every level can gain by putting the needs and wants of citizens first.
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Avoiding the seven deadly sins of customer-experience transformations

– Efforts to improve the customer experience can deliver tremendous value, but temptations that can undo good intentions lurk in any change program. Resist seven common missteps.
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Are you really listening to what your customers are saying?

– Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback.
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The expanding role of design in creating an end-to-end customer experience

– Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will open enormous opportunities to build new businesses.
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Four ways to shape customer-experience measurement for impact

– Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better investments.