Employees Teleworking? Use That to Improve Customer Experience

Duration: 1 hour
Cost: 
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Every agency wants improved citizen experience. It improves mission delivery. It enhances the agency’s reputation. And in pursuing it, agencies discover ways to enhances their processes and find efficiencies.

Thinking about customer experience – and this includes the experience of an agency’s own employees – must encompass the many forms of interaction users encounter. For instance, when help desks were cleared out during the pandemic, many agencies found that with the right cloud hosted technologies, help desk and call center employees could work remotely, with users or callers unable to tell the difference.

Federal News Network and TTEC convened a panel of federal citizen/employee experience experts to find out how agencies are ascertaining how satisfied users and constituents are with the services they offer, and what strategies they pursue for continuous improvement.

Panelists said they used a variety of surveys and IT system data to understand customer experience both qualitatively and quantitatively. The pivoted to agile software development methodologies to ensure deployments worked and were acceptable to users. They use journey mapping and user-centered design techniques to help ensure processes and systems met needs constituents are actually trying to meet.

They also noted how the pandemic accelerated the adoption of remote accommodations and collaboration, such that agencies were able to continue without missing a service or experience beat.

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By providing your contact information to us, you agree: (i) to receive promotional and/or news alerts via email from Federal News Network and our third party partners, (ii) that we may share your information with our third party partners who provide products and services that may be of interest to you and (iii) that you are not located within the European Economic Area.

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Panel of experts

  • John Boerstler

    Chief Veterans Experience Officer, Department of Veterans Affairs

  • Colt Whittall

    Chief Experience Officer, U.S. Air Force

  • Kevin Burnett

    Technical Director, PEO Manpower, Logistics, and Business Solutions, Naval Information Warfare Systems Command

  • Andy Martin

    Group Vice President, Business Development, Public Sector, TTEC

  • Tom Temin

    Host, The Federal Drive, Federal News Network

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