As society moves further into the digital age, expectations about how services are delivered are changing quickly. Where phone calls were once the gold standard of customer service delivery, expectations, especially for citizens interacting with federal government agencies where trust and accuracy are so important, have changed. Today, influenced by customer experiences with retail brands, citizens expect seamless omnichannel experiences, questions answered quickly and correctly, and AI agents as well as human agents to support exemplary service delivery. While this might seem like an overwhelming and expensive task, a plan to standardize, optimize, and maximize across agency contact centers is well within reach for citizen-focused federal agencies.
In a new eBook from MeriTalk, service delivery experts at Maximus build a roadmap to move agencies from fragmented service delivery to frictionless, intelligence-driven citizen experiences. Standardization needs to happen in areas ranging from data governance to KPIs to agent training. But what makes the approach taken by the team at Maximus different is that they can move quickly to “prove value … and then roll out standardized practices more broadly,” by initiating pilot programs in a small number of contact centers. With these best practices standardized, federal agencies will see quick wins, including great consistency and fewer call handoffs.
But this is only the first step in transforming service delivery for federal agencies and citizens. What follows for federal agencies are the next steps designed to optimize improvements using AI and the opportunity to maximize cost savings that turn contact centers into mission assets. What follows for citizens is a dramatic improvement in citizen satisfaction, confidence, and trust in federal agencies. In fact, in the eBook, improvements of 25 percent or greater were reported in CSAT scores once agencies had standardized, optimized, and maximized.
And finally, what follows for our readers is to download the eBook and learn more from our experts about improving service delivery for federal agencies.