Moving Customers to the Front of the Digital Transformation Line

Digital transformation has been a central premise of government at all levels tackling the job of ending reliance on legacy technology, upgrading systems and expanding services. Until recently, transformation efforts at the federal level focused on “lift-and-shift,” updating their digital systems or processes to make them better or more innovative, but they didn’t have the customer or end user or employee in mind while doing that transformation.

That has begun to change, with the President's Management Agenda identifying improving the customer experience as one of the three top priorities. For instance, the Department of Veterans Affairs has focused a lot of funding and manpower to improve its CX, and has tangible results to show for it. States and localities are not as far along in improving their customers’ experiences, although some, such as the state of Illinois, have overhauled their portals to provide one point of access that works across any device, including cellphones.

Join us as thought leaders from government and industry outline what it means to put the customer first, how it changes the process of digital transformation, and the benefits they have seen from emphasizing CX.

We’ll Discuss:

• Identify the building blocks of improved CX, such as the ability to use any digital device.
• Evaluate the types of metrics that can be used to measure improvement in customer satisfaction.
• Review your agency’s digital transformation roadmap to identify how to move CX to the forefront.
• Discuss how your agency works across silos to integrate CX efforts and ensure the end result is a great customer experience.