Why the Government is Focusing on Citizen Experience

Why the Government is Focusing on Citizen Experience

By Gov CIO Outlook | Friday, June 12, 2020

Governments are prioritizing the citizen and trying to create better a citizen experience.

FREMONT, CA: Most of the successful companies try to provide exceptional customer experience (CX) because they know that it is their primary path to gain success. Maximum of the leading organizations will prioritize their customers because they know that consumers play a vital role in improving their performance. Similarly, governments from all over the world are starting to recognize the importance of citizen experience and applying various resources to make it better. 

The public sector has wanted to develop better customer satisfaction. Still, the resistance comes when there is an increasing amount of additional resources or deflecting the resources that are already there. However, with the advancement of digital technologies and new knowledge about behavioral science, governments are trying to imply Cx seriously. The government leaders who want to make a better impact on improvising customer satisfaction, boosting efficiency, and also increasing mission-effectiveness are primarily prioritizing on Cx as a core function. 

The government bodies have started to brace various highly complementary approaches to increase their Cx efforts so that they can reflect on several starting points, challenges, and missions. 

Human-centered design: Make sure changes are designed outside-in

The human-centered designs relate to the users' issues and generate solutions that will fulfill their requirements. The human-centered design can assure better Cx. But it can also augment the buy-in, develop the processes and effectiveness, and even decreases the errors and expense of government programs. 

Inclusive design: Extending human-centered design further

The idea of inclusive design is gaining popularity among the government as it helps them generate programs and services that every citizen can access. 

The inclusive designs used to be for physical infrastructure so that they can provide for the physical handicaps. Now it has extended to promote digital democracy and even accommodate various languages.

Service design: Implementing "front-stage" and "back-stage" elements

The service design, along with the human-centered designs, organizes processes, infrastructure, and technologies to provide an improved quality of interactions among the customer and governments. 

The implemented intervention can develop better efficiency, mission-effectiveness, and even productivity. 

This integrated intervention can improve productivity, efficiency, and mission-effectiveness as well. The governments are making use of service designs so that they can improvise both the front-facing interfaces and the back-stage processes. 

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