Customer Experience in the Public Sector
Governments can deliver exceptional customer experiences—here’s how
November 16, 2022 – Our US State of the States benchmark provides insights for newly elected and second-term administrations on how to deliver better services, operate more effectively, and win back public trust.
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Redesigning public-sector customer experiences for equity
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Customer experiences that consider the needs and values of diverse constituents can produce more equitable government services....
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The global case for customer experience in government
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The latest research shows: when government agencies offer a better customer experience, they deliver measurable impact across...
Article - McKinsey Quarterly
The public sector gets serious about customer experience
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As public expectations rise, government agencies are doubling down on improving service delivery to delight their customers.
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Build a case, build a following: Laying the groundwork to transform customer experience in government
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Transforming government agencies to serve people better relies on making a compelling business case and inspiring supporters...
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Understanding the customer experience with government
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Government agencies that are unclear on what matters most to their customers risk wasting time and resources on the things that...
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Solving the customer-experience puzzle: A guidebook for government leaders
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It takes focus to transform public-sector agencies to serve a diverse set of customers better. A ready reference—based...
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A growing movement is under way among government leaders who have begun to champion customer experience as a powerful tool for achieving mission outcomes, increasing employee engagement, improving government revenue collections, and building overall trust in government.
Improving customer experience at federal agencies
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How customer experience takes flight at the Orlando airport
Is it possible to have a good customer experience in an airport? Domingo Sanchez, a board member of the Greater Orlando Aviation Authority, explains an effort by the Authority’s CEO and board to do just that.
Making an impact
Executive Briefing - McKinsey Quarterly
The CEO guide to customer experience
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Companies that create exceptional customer experiences can set themselves apart from their competitors.
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Improving the customer experience to achieve government-agency goals
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The benefits of a customer-centric strategy aren’t limited to private-sector businesses. Government agencies at every level can gain by putting the needs and wants of citizens first.
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Avoiding the seven deadly sins of customer-experience transformations
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Efforts to improve the customer experience can deliver tremendous value, but temptations that can undo good intentions lurk in any change program. Resist seven common missteps.
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Are you really listening to what your customers are saying?
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Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback.
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The expanding role of design in creating an end-to-end customer experience
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Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will open enormous opportunities to build new businesses.
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Four ways to shape customer-experience measurement for impact
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Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better investments.