customer services (cifotart/

COVID comeback with a touch of CX

Federal employees -- and the agencies that manage and support them -- continue to work through the greatest workflow challenge since the Second World War: maintaining robust continuity of operations in the face of a global pandemic.

For feds, and millions of others whose jobs permit, this has meant vastly more telework. But even as many workers are adapting well to remote work, the productivity and effectiveness of most agencies has been disrupted.

As many feds telework and others return to reduced-contact workplaces, one way agencies can help staff adapt to remote citizen service may be through the discovery and development of customer experience, or CX, feedback. The secret, one author suggests: agencies must better utilize reviews and tweaks recommended by the users of government programs – the customers -- as many government services are shifted onto a work-from-home staff.

How to do that in the midst of the pandemic? Agency management should consult lessons learned by private-sector companies on efficient CX, and quickly address the feedback it already is getting from citizens. The IRS, for example, launched the Get My Payment web tool so Americans can track the status of their stimulus payment. Based on usage trends and customer feedback it added coronavirus stimulus-specific FAQ content and other improvements.

Agencies can also improve employee experience by using CX tools to analyze feedback on workflow roadblocks, processes that can be improved and procedures that can enhance productivity.

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