According to XM Institute’s annual U.S. consumer benchmark study
in 2021, on average, groceries deliver the best experiences to their customers, while Federal agencies deliver the worst. However, it is important to note that the Government CX rating represents a 9% increase from 2020
. Although efforts have been made these past years, there is still a long way to go.
CX and the Federal Government
Late last year, US President Joe Biden signed an executive order (EO), “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government”
which mandates Federal Agencies to put people at the center of everything the Government does. This is a big leap towards bringing the power of experience management to direct Government programs and services to the people they are intended to help.
The Government has assigned 35 High-Impact Service Providers
in Federal agencies as key service providers in relation to the volume and types of benefits, services, and programs they deliver to the public. As part of the said EO, these agencies are committed to modernize their programs, reduce administrative burdens, and explore new online technologies and tools that can provide a simple, smooth, and secure customer experience.
Taking CX to the next level
The importance of CX has already been established by most businesses and organizations around the world. This is especially applicable to government agencies that serve millions of people every day and provide essential services during some of the most crucial moments in their lives. That’s why elevating their CX strategies at this time is very crucial. Here are four reasons why Federal agencies have to take CX to the next level:
1. COVID has reshaped the ‘norm’
The COVID pandemic has definitely changed our everyday lives. Federal agencies are no exception. The immediate challenge for federal agencies has been to continue operations safely while also delivering the best experience for the citizens as possible. As social distancing and business closures have become the new norm, federal agencies have to find ways to meet their customers’ needs. This has accelerated digitalization at an unprecedented speed. Information exchanges and transactions have become digital nearly overnight. Providing a platform for people to reach you through your digital doors will definitely improve their overall customer experience.
2. Increased Trust and Credibility
When people feel satisfied and taken care of, they are more likely to comply with the policies and procedures agencies’ require. Improved compliance is essential to voluntary compliance with laws, policies, and regulations. They are also likely to seek out official information and apply for benefits and services. When customers don’t do these, agencies have a more difficult time achieving their goals.
3. Improved efficiency
According to market research firm IDC, companies lose 20 to 30 percent in revenue every year due to inefficiencies
. Streamlining operations greatly boosts efficiency and, ultimately, improves customer experience. Giving people more service and self-service options online can help drive customer satisfaction. For instance, giving them the option to download pertinent forms instead of phoning you or visiting your agency is more efficient.
Managers/agents and customers also often spend their valuable time searching for information.
Disconnected data leads to longer handle times that cause both parties frustration. Fortunately, there are now tools you can use that make it easier to gather and integrate customer data from across the agency, enabling you to provide more efficient experiences.
4. Cost reduction
Addressing people’s dissatisfaction costs money. When they have problems, they reach out to you with calls, texts, e-mails, or messages through your digital platforms. Every one of those contacts costs you time and money to handle and resolve. This can be addressed by improving your CX by identifying the root causes of the problems and then taking improved actions. By doing this, you not only make your customers happier, you also improve your agency’s bottom line.
Enhanced experiences. Measurable results.
CX is much more than just providing excellent customer service. Using CX also depends on the technology that will empower your agency to deliver a quality experience for your customers while achieving measurable results. This is exactly what Alpha Omega Integration offers — an intentional and continuously refined customer experience proven to deliver positive results.
From dashboards to native apps, focusing on the user experience is critical to achieving desired business objectives, and our team has the technical knowledge and proven track record to develop visually engaging experiences that put functionality first. Regardless of your UX / UI challenges, we can create a highly tailored strategy for your unique needs.
If you would like to elevate your agency’s CX efforts, don’t hesitate to contact our team at Alpha Omega Integration