{"id":50185,"date":"2021-12-07T04:00:06","date_gmt":"2021-12-07T12:00:06","guid":{"rendered":"\/us\/en\/blog\/?p=50185"},"modified":"2024-07-26T02:06:25","modified_gmt":"2024-07-26T09:06:25","slug":"top-4-drivers-of-government-customer-experience","status":"publish","type":"post","link":"\/us\/en\/blog\/top-4-drivers-of-government-customer-experience\/","title":{"rendered":"Top 4 drivers of government customer experience"},"content":{"rendered":"<p><b>Highlights:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Applying the word \u201ccustomer\u201d to government agencies<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improving customer experience in government<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Role of employee experience on CX within government agencies<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\udc40 \u200aWhy do 56.7% of state and local agencies surveyed feel their citizen engagement and communications are very important? Grab our government research report to get the whole story.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/state-local-government-communications-and-collaboration.pdf\" data-id=\"69dcaf5d3626c\" id=\"69dcaf5d3626c\">\n\t\t<button tabindex=\"on\"  on=\"tap:69dcaf5d3626c.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the report<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 Learn how the public sector is moving to cloud communications to more effectively support their new hybrid workforces and better meet the expectations of the communities they serve.<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-02213\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Get some answers\">Get some answers<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69dcaf5d3626c.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">For government agencies, getting the buy-in of citizens is paramount. Whether it\u2019s achieving compliance for policies, driving awareness and use of public services, or maintaining the credibility and authority of public institutions, government agencies and programs at all levels require a high level of goodwill from the people they serve in order to fulfill their mandates.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But achieving this buy-in is becoming an increasingly difficult proposition.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In a<a href=\"https:\/\/go.ringcentral.com\/govloop-forrester-6-drivers-of-the-employees-experience-registration.html\"> new webinar that we recently held together with GovLoop<\/a>, Rick Parrish of Forrester Research unpacked data on how providing a great customer experience can drive these desired behaviors\u2014and where government agencies are falling short on the customer experiences <\/span><span style=\"font-weight: 400;\">they\u2019re currently providing.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_orange\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"620\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/government-employee-customer-experience.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\">Delivering on your mission: 6 drivers of the employee experience<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-1198699447\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-1198699447\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 19.6411 134.593 22.697C134.593 25.7529 136.619 27.3411 139.55 27.3411C141.826 27.3411 143.323 26.3721 144.133 24.8145H144.288V26.9529H147.716V17.4802C147.702 13.8276 145.833 11.6299 141.313 11.6299ZM140.58 24.5675C139.177 24.5675 138.303 23.8809 138.303 22.7339C138.303 21.4233 139.238 20.7383 140.921 20.7383H144.069L144.086 20.9549C144.088 23.2232 142.777 24.5675 140.58 24.5675Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M128.187 26.9657V19.2047C128.187 16.8979 129.623 15.4317 131.896 15.4317H133.321V12.0036H131.854C130.14 12.0036 128.893 12.6581 128.114 14.1243H127.988V12.0036H124.591V26.9753L128.187 26.9657Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M122.295 23.6627V26.9657H119.833C116.371 26.9657 114.47 25.3615 114.47 21.8997V14.9729H112.008V12.0036H114.47V8.03009H118.088V12.002H122.295V14.9713H118.088V21.4794C118.088 22.851 118.898 23.6611 120.269 23.6611H122.295V23.6627Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M100.161 26.9657V18.3C100.161 16.1793 101.472 14.7917 103.589 14.7917C105.615 14.7917 106.831 15.9627 106.831 18.2535V26.9657H110.452V17.6776C110.452 13.9046 108.618 11.6299 104.872 11.6299C102.593 11.6299 100.851 12.6565 100.073 14.0586H99.9444V12.0036H96.5548V26.9753L100.161 26.9657Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M86.8688 24.3814C84.5925 24.3814 83.0638 22.8542 83.0028 20.4528H94.0699L94.0539 19.2833C94.0539 14.2655 90.8119 11.6443 86.8512 11.6443C82.5729 11.6443 79.448 14.7002 79.448 19.4999C79.448 24.2996 82.3483 27.3555 86.8512 27.3555C90.6226 27.3555 93.085 25.3599 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0.548269C16.101 0.914019 15.307 1.44981 14.6364 2.12196L16.332 3.81756C16.7764 3.37 17.3041 3.01548 17.8865 2.77325C18.4688 2.53102 19.0928 2.40429 19.7232 2.40269C20.3537 2.40108 20.9777 2.523 21.5616 2.76362C22.1439 3.00264 22.6749 3.35556 23.1225 3.79991L24.8181 2.10431C23.8106 1.1001 22.5289 0.415123 21.1333 0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/go.ringcentral.com\/govloop-forrester-6-drivers-of-the-employees-experience-registration.html\" class=\"view-all view-all-brown\" data-dl-name=\"Watch webinar now\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Watch webinar now<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-1198699447\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-1198699447\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b>Applying the word \u201ccustomer\u201d<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">To start, let\u2019s look at how the word \u201ccustomer\u201d applies to government agencies. While the term isn\u2019t used universally within the public sector, it\u2019s a relevant one: customer refers to the people an agency serves, and the customer experience is how they perceive their interactions with that organization.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Research by Forrester, presented by Rick in our webinar, found that the stronger the customer experience (CX), the more effectively it drives five key behaviors: compliance, engagement, advocacy, trust, and forgiveness. Simply put, the better the customer experience an organization\u2014whether public or private\u2014provides for its customers, the better that entity is able to drive its mission.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As it is, public agencies are lagging. According to the research Rick presented, government customer compliance was just 58%, and advocacy and trust averaged 48% and 46% respectively. In fact, all of the desired customer behaviors come in behind the private sector\u2019s scores.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Even small improvements in the customer experience can have a big impact on outcomes. For example, in our webinar, Rick presented data from Forrester\u2019s US Customer Experience Index for 2021 that showed that even a one percent boost to an organization\u2019s CX score resulted in improvements to all five desired customer behaviors.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But there\u2019s a problem. Of all the sectors evaluated as part of Forrester\u2019s US Customer Experience Index, government agencies ranked last, Rick said. On a scale of 0 to 100, the federal government\u2019s CX score averaged 62.6, more than 10 points behind the private sector average.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b>Improving customer experience in government. Here\u2019s how<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">So how can government organizations boost their CX and drive better outcomes at the same time?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Forrester\u2019s research is prescriptive, looking at how specific factors roll up to the government\u2019s CX scores. For the agencies that ranked highest, customers were most likely to answer yes to all of these:<\/span><\/p>\n<ol>\n<li><b> \u00a0 \u00a0 \u201cEmployees at the office answer all my questions.\u201d<\/b><\/li>\n<li><b> \u00a0 \u00a0 \u201cCustomer service representatives answer all my questions.\u201d<\/b><\/li>\n<li><b> \u00a0 \u00a0 \u201cHas high-quality information, products, services, or benefits.\u201d<\/b><\/li>\n<li><b> \u00a0 \u00a0 \u201cResolves problems or issues quickly.\u201d<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">In other words, the better an agency can deliver on each of these specific objectives, the stronger their CX score, and the more effective they are likely to be in serving the public. And boosting CX starts with being able to answer \u201cyes\u201d to each of these top drivers.<\/span><\/p>\n<h3><b>Customer experience drivers<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">What do these customer experience drivers have in common? For starters, they all require customer-facing employees to be highly informed and responsive across all service delivery channels. These indicators can also all be improved via use of technologies that improve the effectiveness of customer communications across touchpoints.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, consider what happens when a customer calls a telephone support channel with a question. If the agent has all the information required to answer that customer\u2019s questions, and doesn\u2019t have to transfer them to someone else, the customer perceives that their issue was resolved faster\u2014even if it takes that one agent longer to get answers than if they transferred the call to someone else. In this instance, one simple thing\u2014empowering support agents with information at their fingertips\u2014leads to a better customer experience.<\/span><\/p>\n<h3><b>Role of employee experience on CX within government agencies<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">But customer experience isn\u2019t built in a vacuum. There\u2019s also a direct line between empowering government employees in their dealings with citizens and their motivation and ability to deliver great customer experiences. For this reason, agencies also can\u2019t afford to overlook the quality of the employee experience either. (The good news: the same technologies that can improve customer experiences can make the employee experience better too.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/01\/government-predictions.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\"><\/span><b>UP NEXT: 6 public sector predictions for 2022<\/b><span style=\"font-weight: 400;\"><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" 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experiences?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">To learn more about the importance of both the customer and employee experience in government\u2014and to find out what agencies can do to improve both so they can better deliver on their missions\u2014<\/span><a href=\"https:\/\/go.ringcentral.com\/govloop-forrester-6-drivers-of-the-employees-experience-registration.html\"><span style=\"font-weight: 400;\">don\u2019t miss our new on-demand webinar<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Applying the word \u201ccustomer\u201d to government agencies Improving customer experience in government Role of employee experience on CX within government agencies \ud83d\udc40 \u200aWhy do 56.7% of state and local agencies surveyed feel their citizen engagement and communications are very important? Grab our government research report to get the whole story. For government agencies, getting &#8230;<\/p>\n","protected":false},"author":29,"featured_media":50186,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,43191],"tags":[743,8764,970],"class_list":["post-50185","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-government","tag-customer-experience","tag-employee-experience","tag-government"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Top 4 drivers of government customer experience | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"See how a &quot;customer-first&quot; approach can enhance government services and how the use of advanced technologies improves communication and efficiency.\" \/>\n<meta name=\"robots\" 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