Create a good customer experienceUnlike the commercial sector where people choose where to shop, people rarely have a choice about whether or not to interact with government services. Some may have the option to choose between a public and private school; however, for all citizens, taxes must be filed with the IRS, and cars must be registered with the local DMV. In these cases, it’s imperative for public sector agencies to see their constituents as customers who expect a positive customer experience. Not only can it increase trust in government, but it can also facilitate interactions and processes to run more effectively and efficiently. What does a good customer experience look like for a government agency? It involves deliberate steps to:
- Effectively answer both specific and frequently-asked questions
- Clarify regulations that are complex or relevant to most people
- Provide simple and clear mechanisms to pay fees and fines
- Determine what the public needs to do, and how they can make it as easy as possible
- Communicate changes to policies and protocols that affect constituents
Strike the right toneEstablishing trust has a lot to do with the tone in which it’s delivered and received. What tone do people need to hear from a government entity to see them as trustworthy? Should it be authoritative and academic? Would a conversational and casual tone be more effective? The right tone is guided by its audience. For example, if a public service is trying to reach millennials, but comes across as too jargony and stiff, young people are less likely to trust them or see them as a useful resource. If targeting industry professionals but using a tone that is too basic, audiences may not see the service as relevant enough for their needs. A piece of content’s tone — from emails to social media posts — should match what constituents are looking for.
Ask for feedbackWhen calling a business helpline or customer service center, it’s common practice to be asked to stay on the line at the end of the call to take a quick survey about how they did. This practice is just as relevant for government entities. Regularly gathering feedback from constituents allows the public sector to better understand what constituents want and need, while also bolstering a positive perception of an agency that is trying to improve in order to help those they serve. A few ways to ask for feedback:
- Emailing an annual survey to newsletter subscribers
- Including a “was this helpful?” box at the bottom of informational web pages
- Setting up a call-in line for suggestions and comments
- Creating focus groups to test new initiatives
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