Customer Experience (CX) encompasses all the interactions a person has with an organization. Since government is often a sole-source service provider—e.g., there’s only one place to get a passport or pay taxes or apply for a driver’s license—CX is even more important in the public sector than in other organizations.
While the actual customer experience may look very different to different agencies, good CX generally gives a user the ability to have a pleasant, professional, helpful interaction with your agency and feel generally positive about the overall experience and everything associated with it.
In order to ensure inclusion, accessibility is an integral part of good CX. It’s no longer just a compliance consideration, but an integral part of design and delivery, and an opportunity for further innovation. This is further supported by the White House Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. The digital divide is still very real in communities across the U.S., however, the pandemic has sparked a greater understanding of just how important equal access to information is, and how reliant many of us have become on digital products and services to connect and contribute.
The challenge: it’s often unclear whose responsibilities CX and accessibility are within a team. In this webinar, we explore how different departments within government agencies fit together to create an accessible, customer-centric digital experience, and why the information that support teams gather can improve the entire organization.
In this webinar you’ll learn:
- What an inclusive, accessible customer-first mindset looks like
- Where to start and key considerations for planning
- Examples of how to collect and use digital data in order to better anticipate citizens’ needs