Podcast #62 - Making a Success of Citizen Experience
Tim Coulthard
In this episode of The Government Transformation Show, GovMetric's Managing Director Nic Streatfeild joins us for a deep dive into the challenges and opportunities around Citizen Experience.
Among the topics we cover are:
- Understanding Citizen Experience vs Customer experience
- Getting to grips with voice of the customer AND voice of the employee
- The importance of understanding service demand
- Avoiding the failure demand blindspot.
As mentioned by Nic in the episode, GovMetric is leading a forum to develop a model that can be used to quantify the financial ROI of implementing citizen experience improvement programmes in the public sector. Find out more.
Also Read
- NHS unveils redesigned homepage to meet evolving digital health needs
- Transforming citizen experience: Innovation, strategy and collaboration in public services
- Reforming planning technology: the key to unlocking growth
- Canada sets out 'Digital Ambition' with focus on smarter, secure, and citizen-centric services
