How to identify the measurable benefits of improving the citizen experience
Citizens don’t have a choice in their provider of public services and consequently are understandably sceptical about the sincerity and commitment of their local and central government bodies to keep the citizens best interest at heart. But while it’s not a competitive market it is a collaborative one and that’s why coinsodering Citizen Trust is so importatant.
But even if this means we have a situation of “strange bedfellows”, it is in the interest and benefit of both parties to find some common ground, where services are provided to a consistently high level that meets or exceeds citizen’s expectations, by engaged and empowered employees, while keeping within budgetary constraints. Not an easy task, but improving service delivery and efficiency, means lower costs, increased engagement, enhanced employee experience and stronger public visibility of value for money
David Wales has a long and distinguished career with ever increasing levels of responsibility, with the Kent Fire Service, and understands the myriad challenges facing the public sector today. He has worked across numerous sectors including fire, academia, burn care, charity and customer experience. He has built strategic partnerships, provided leadership and generated innovation both in terms of ways of working and service delivery initiatives. His public sector work has also been recognised through multiple awards, publications and conference presentations.
Gerry Brown, aka The Customer Lifeguard, helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA.
He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.
They have over sixty years of experience in helping organisations in both the public and private sector to develop sustainable and successful customer and citizen experience programs. They have also identified that there are significant differences in both application and outcomes in private and public sector worlds, and as a result a “one size fits all” CX model is not necessarily aligned with public sector service requirements, citizen expectations and the ultimate solutions provided.
Consequently, their approach and methodologies are totally focused on the specific problems facing government agencies today and finding practical, financially prudent solutions that work for all stakeholders.
On this edition of Business Connections Live, David Wales and Gerry Brown will explain:
- How to identify the measurable benefits of improving the citizen experience
- Why reducing demand for public services is a desirable outcome for all stakeholders
- And why increasing and improving citizen engagement isn’t contradictory
- How behavioural change on both sides is a vital element to success
- The importance of emotions and adapting to personas in citizen interactions
- How and where to best deploy digital and other technologies for mutual benefit
Learn the business fundamentals on:
- Measurement and Analytics strategies to identify citizen friction points and
roadblocks to success- The establishment of a strategic and tactical citizen connection road map
- Where and when are engagement strategies most effective
- The importance and difference between conversation and confrontation in
addressing sensitive issues- Evaluating how and where digital deployments are most effective
For more great information visit our Guests website or follow them on Social Media.
Website: www.thecitizenconnection.co.uk
Twitter: @gerrybuk
YouTube: https://www.youtube.com/user/wokingandsambeare
We often hear the mantra, Understanding the Customer Journey – From Sale to Retention. But what does it really mean? Is it just, customer care or is it a set of processes and procedures that can be applied to any business.
Matt will be talking about how to win more business but also do more business with existing customers, talking about the importance of having both a process for sales and one for customer retention. How people focus on the tools rather than the reasons for using them and the impact they can actually have
Watch the show Understanding the Customer Journey BCL243 with Matthew Ruddle