Tag Archives: Customer experience

European Commission released toolkit for development of customer satisfaction measurement systems

The European Commission have released a, Practitioner’s toolkit to assist PES with the development of customer satisfaction measurement systems (PDF 3.1MB). The toolkit, “is intended to assist public employment services (PES) in designing and implementing their approach to measuring customer … Continue reading

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Blog post discusses the digital citizen experience

The blog post, What is the citizen experience in the 21st Century, discusses the expectations of citizens from government and examples of government strategies to deliver on expectations.

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Paper examines how to deliver a seamless user experience

The paper, How to meet liquid expectations in digital government (PDF 3.8MB) identifies, “three key questions public service agencies must ask to drive seamless user experience.”  

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Irish Department of Public Expenditure and Reform releases public service reform plan update

The document, Annual Progress Report on the Public Service Reform Plan 2014-2016 (PDF 2.3MB) has been released by the Department of Public Expenditure and Reform in Ireland. The report includes a section entitled, A focus on service users, which, “sets … Continue reading

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Seven steps to consider to become a customer experience leader in government

The article, Seven steps to becoming a CX leader in government, identifies seven items to ensure government agencies become leaders in the customer experience.

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DWP releases Claimant Service and Experience Survey report

The Department of Work and Pensions (DWP) has released the report, DWP Claimant Service and Experience Survey 2014/15 (PDF 1.6MB). “The survey’s key objectives are: to capture claimants’ views and experiences of DWP’s service delivery from claimants fi(or their representatives) … Continue reading

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US Government Accountability Office releases report on Veterans Benefit Administration System

The United States Government Accountability Office (GAO) has issued the report, Veterans Benefit Management System (PDF 335kb). The report provides a summary of, “VA’s progress toward completing the development and implementation of VBMS and (2) the extent to which users report … Continue reading

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US survey of federal government managers examines the route to customer-centric service

A report entitled, The path to customer-centric service : a candid survey of federal managers (PDF 2.8MB) presents the finding of a survey undertaken by the Government Business Council (GBC) and Deloitte.

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UK Government releases second response to Personal Independent Payment independent review

The UK Government has published the document, Government’s second response to the Independent Review of the Personal Independence Payment Assessment (PDF 590kb). The response, “relates to the medium and long term recommendations contained in the review” as well as providing … Continue reading

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New report examines a customer-centric approach to services for Californians

The report, A customer-centric upgrade for California Government (PDF 1.2MB) has been released. Among the findings are,” a recommendation that recommends the Governor and Legislature designate a state chief customer officer to drive the state’s customer-centric strategy. It also recommends the … Continue reading

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