In the private sector, customer satisfaction is a hallmark and requisite for business success. Meanwhile the federal government, despite having the largest customer base in the country serving millions of American citizens everyday, had traditionally focused its efforts on ensuring the mission success rather than customer satisfaction. A majority of citizens are dissatisfied with how well the government works, frequently citing a lack of trust between the government and public, difficulty in seeking relevant services or information from federal agencies delivered on their own terms and a slew of other complaints that could be addressed through improved customer service. How can the government influence customer-focused change within their organizations and boost citizen satisfaction in the services they provide while continuing to meet mission needs.
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At Government Executive and Nextgov's 2017 Customer Experience Summit, we'll explore the strategies and success stories behind citizen-centric government. Through case studies and conversations with those in government and industry, we'll learn why focusing on what matters to citizens can make your agency more efficient, effective and prepared to achieve mission success.