Author: Ernest Webb
The modern business world evolves around customer-experience phenomenon. Every aspect of a successful business is devoted to creating the perfect end-to-end experience, which will make a difference among businesses in general, and especially, between businesses that are focused on the similar service/product.
It may appear at first that government agency doesn’t share much in common with the rest of the business world. After all, the government agency is a necessity, rather than a matter of luxury. You have to deal with different types of documents, legal permissions, and related administrative affairs that are related to your civil rights. So, the logical question is can a government agency improve the end-to-end experience for their clients, and if they can, with what means they can achieve it?
The improvements in citizen satisfaction
Perhaps the easiest way is to start with minor things. A great way to improve client satisfaction is by hiring a Courier Service, in case you already didn’t. A courier service will provide the value that will make your clients satisfied and appreciative. Not only will you save their time to come to you and handle their errands, but you will also release the amount of stress from the process of getting their documents on time.
Another way that can be successful in providing a high-end client service is investing in a call-centre. Since many government agencies deal with enormous amount of requests, both regular and urgent, having a service of a call-centre can take the burden of government agency officials’ shoulders. They will be able to be more productive, which will lead to the quicker resolving of clients’ requests.
On the other hand, a call-centre agent can help in educating and informing the citizens about different questions related to their specific needs. That way, officers would have more time to deal with their actual work which will lead to solving the requests quickly.
The common mistakes government agencies make
Although many government agencies do their job properly, there is always the room for improvement. With that being said, here are some common mistakes most agencies make when doing their jobs.
#1 Not paying attention to the client’s needs
Since the policy that forms the basis of a government agency is vastly different from other enterprises, many agencies don’t think in term of customer-experience phenomenon. To them, there should be just enough focusing on the customer to deliver a fast and professional service. However, if they want to make some improvements to their working culture, they should pay more attention to the client’s needs. Making the clients feel satisfied with their service is the ultimate goal that every agency should strive for.
#2 Not putting too much effort to make the changes
Even if a government agency identifies the problem with client service, they probably won’t put too much effort to make that service more appealing. Even though they are focused on delivering top-notch service in the individual transactions between the citizens and the agency, they are missing the bigger picture – the overall experience. This can be overcome with stepping into the client’s shoes and finding the ways to give them the experience they need.…