Building trust with stakeholders takes a thoughtful, structured approach that prioritizes understanding their needs, expectations, and perspectives. A consistent, repeatable process, founded on proven principles of human-centered design, allows for a tailored approach to better engage and connect with stakeholders and deliver effective solutions through the most effective channels.
After four years as a paralegal for the Department of Justice (DOJ) Antitrust Division, I made a pivotal decision to transition into a consulting career focused on Federal clients. This shift wasn’t just a career change, but a strategic move that allowed me to apply my unique skill set and extensive understanding of Federal processes to offer helpful solutions as a consultant.
Building trust in the Government requires transparency and accountability. In recent years, sociopolitical challenges, technological advancements, and local issues have eroded some public confidence in Government institutions. To address this, Federal agencies can intentionally invest in fostering transparency and demonstrating their commitment to accountability by taking thoughtful and clear actions tied to mission goals.
As the United States bounces back from a global pandemic and tackles the climate crisis, citizens' expectations of the Federal Government are higher than ever.
Collecting and analyzing Customer Data is an essential element of Customer Experience. However, using Customer Data to tailor and improve a Customer’s experience is a tricky scenario to get just right. Using too much data, or too personal of data, can make a customer uncomfortable and turned off. Suggesting a related product or service or offering help, in an authentic way, can make for a delighted customer.
A great customer experience (CX) depends on efficient, compelling processes. Process improvement sounds simple enough – just identify a few bottlenecks or weak points, reroute processes, teach the new processes to your employees, and congratulate yourself on a job well done. Right?
Process improvement rarely goes this smoothly and they can be particularly difficult for the Federal Government because the size and complexities of the programs leads to processes that become firmly ingrained in day-to-day work and culture. To get it right, the Government must recognize their weak spots and develop a plan that integrates process improvement with their strategy and with organization change management techniques.
Citizens and customers of the government are demanding increased access to more efficient services. Covid-19 has also raised the bar on the need to provide accurate and informative data – in visualizations – to citizens who are becoming savvier about data accuracy and usefulness. Strategic communications are an essential part of raising the bar on customer experience (CX).
Being a leader in Customer Experience (CX) goes beyond just delivering quality products and services to customers. It requires applying a human-centric and empathetic approach to all organizational practices and customer touch points.
With the emergence of social media and the ability for reviews to go viral, a customer has unprecedented influence on an organization’s image. Because of this, it is critical for an organization to develop a process that makes it easy to build relationships with existing or potential customers and provide them with a positive customer experience (CX).
Throughout the day, every day, you experience multiple interactions. Whether it be picking up your morning coffee, going to your daily meeting, or something else, you are left with a feeling about a service, person, or organization that, over time, and through constant interaction creates a perception.
More and more, Information Technology (IT) modernization programs are improving customer experience for those who interact with agencies. The modernization process identifies new technology that can replace legacy systems or promote electronic processes. A taxpayer’s experience in filing tax returns or a senior seeking public housing are two examples where modernization makes a difference for citizens.
