A good customer experience has become essential to a government agency’s ability to drive mission success and the evolution of government as a whole. When agencies focus on the improvement of customer experiences, it can inspire innovative thinking that transforms the delivery of government services. Recently, Government Technology Insider published an eBook highlighting stories of innovation in government agencies who, amidst an unprecedented pandemic, worked to provide essential services and excellent customer service to the public.
Improving customer experience has been an ongoing effort for government agencies, but when the COVID-19 pandemic hit, it accelerated the pace of adoption of new technologies designed to improve interactions between agencies and their stakeholders. Technology and health experts from Maximus worked with government agencies across both federal and state public health sectors to find innovative solutions to provide essential services to customers during the global health crisis. Experts from Maximus explained that in every instance, customer experience is at the core of health innovation.
“It’s all about providing the best possible customer experience,” said Lisa Slaughter, Senior Vice President at Maximus Federal Services. “This includes continually conducting qualitative research and evaluating that data to better understand the client needs, customer needs, and drive more knowledge to lower cost self-service channels. This is an ongoing, continual process.”
Slaughter and her colleagues worked with federal and state public health agencies to ensure stakeholders could easily access critical information about COVID-19 and access to information about vaccines. The evolution of technology is changing how government health agencies respond to and identify public health crises. By using technology like data sharing, artificial intelligence, and automation, government health agencies were able to provide essential services, excellent customer experience, and peace of mind to constituents during even the earliest days of the pandemic.
In this new eBook we’ve collected case studies and best practices from federal and state public health agencies, including the Centers for Disease Control and Prevention. In each case, the agencies found that placing a focus on the customer experience enabled them with the key insights they needed to drive mission success.
To learn how your agency can put these insights to work to deliver outstanding customer experiences, download the eBook.