Delivering efficient and effective CX across ANZ Government
Citizens today are looking for speed, convenience, empathy, and a personalised approach. Not only did a global pandemic transform the way people live and work, but economic and social disruptions forced them to re-examine their values and what they expect from the agencies with whom they interact.
Although improving customer satisfaction remains a core area for business success, how does this translate into government organisations, especially those with a monopoly on services? Are business measurements relevant for government agencies, and if not, should they be?
- Are SLAs relevant for monopoly services, and does adherence still play a part in successful customer journeys?
- How do leaders measure the commercial or political value of offering excellent customer service, rather than adequate customer service?
- What are organisations doing to improve efficiency and effectiveness, even during periods of change or challenge? What role does technology play?