Category Archives: Customer Experience & Engagement

Protecting DNS Infrastructure from Resource Exhaustion Attacks

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The Domain Name System (DNS) functions as the phonebook of the internet. It serves to translate IP addresses into readable domain names, enabling end users to access web applications and application programming interfaces (APIs) through fast and reliable internet connections. DNS infrastructure was designed as the building block of the internet, not as a security control point, resulting in DNS servers being viewed as an easy target vulnerable to attack. Protecting DNS servers is critical since a threat to an organization鈥檚 servers also has the capacity to impact enterprise operations, profitability and trust with end users.

Threats to DNS Infrastructure

In the evolving landscape of DNS infrastructure, threats pose serious risks to the speed, availability and operation to enterprises鈥 DNS services. Among these threats are DNS floods, which overwhelm servers with a barrage of requests for resources, effectively rendering them unavailable to legitimate queries. The  report underscores the increasing concern surrounding DNS denial of service attacks across various industry sectors, a trend that is expected to continue to escalate in the future. With DNS infrastructure handling up to seven trillion DNS requests a day, multistage attacks have become the primary mode of attack for the modern threat actor. Through collaborative efforts, attackers have found increasing success by working together and combining different tools during a single attack.

Resource Exhaustion Attacks

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Resource exhaustion presents in both people and technology. Exhaustion in people is often the result of staffing challenges, lean crews managing multiple aspects of the network while simultaneously defending against attacks. If one aspect of the network falls under attack, it takes away from their ability to manage and oversee other areas. On the technological side, resource exhaustion attacks seek to overload one piece of the network鈥攁 DNS server, a hardware tool, a next-generation firewall鈥攖o the point where it can no longer function because it was not designed to handle a heavy amount of traffic. This style of attack can last anywhere from a few minutes to a continuous attack that lasts for days.

Distributed Denial of Service (DDoS), a type of resource exhaustion attack, simulates thousands of computers attempting to access the same resource simultaneously until it can no longer function. The website under attack becomes unavailable due to the sudden onslaught of false traffic that it is unable to manage. DNS is a common target for these DDoS style attacks because the critical services of websites and applications are reliant on the process of domain names translating to IP addresses being uninterrupted. Mitigating this form of malicious traffic presents a challenge, as these servers typically only have access to the IP address of the resolver. Consequently, any attempt to limit traffic based on this address usually results in false positives.

Securing DNS Infrastructure

By implementing a reverse proxy solution that protects on-prem and hybrid DNS infrastructure, organizations can defend existing DNS hardware tools from globally distributed attacks like resource exhaustion and DDoS. Organizations can ensure access to online services and applications remain available by re-routing traffic through an advanced DNS proxy server and filtering out malicious traffic during attacks in real time. An intelligent reverse proxy solution that deploys through an authoritative DNS change made in a domain controller and does not require replacing any existing tools helps organizations identify legitimate traffic from attack traffic. A solution with proactive security policies eliminates time spent on configuring individual settings or having to change them over time. Organizations that use hardware DNS receive the advantage of continued availability and enhanced security of existing investments and solutions that are critical to their network without having to make any major network adjustments. Through real-time monitoring of DNS infrastructure health and performance, organizations can increase the reliability of routing, security and availability of their existing DNS hardware solutions.

With the increase in remote work in the wake of the COVID-19 pandemic, it has become harder to detect and prevent resource exhaustion attacks. DNS resolution for website and application performance is critical, organizations must invest in adequate DNS infrastructure rather than relying on two or three servers to connect with end users. Adoption of a proactive approach that can identify and mitigate vulnerabilities at each stage of the data journey is pivotal to ensuring that DNS infrastructure is secure amid the evolving threat landscape.

Learn more about how to protect your enterprise from resource exhaustion attacks with  a bidirectional reverse proxy service.

Improving Government CX Services to Build Trust Amongst Customers

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In the Private Sector, customer experience (CX) is characterized by applications that serve as a single-stop service for customers. These expectations have trickled from the commercial digital world into the Public Sector, with the exception that co-designing services that keep up with the public鈥檚 needs and priorities is non-negotiable to rebuilding trust., Federal agencies that the Government has deemed as having critical value due to their public-facing services, aim to mimic the single-stop layout by creating an all-encompassing CX in the Public Sector. This way, the public sees the Government as seamless and unified, and different Government agencies as parallel to each other.

Customer Experience Built on Trust

Unifying services can reduce challenges the public faces when accessing them. Time is lost due to slow modernization that would otherwise improve interactions with customers. In the past, to access services, individuals may need to take off work, which may lose them income. They may need to travel to a far location, may forget vital documents at home or may have to account for child care. These considerations which come at the expense of the public can be attributed to a 鈥渢ime tax鈥 that burdens Government customers. However, with the , customers can update their information quickly and easily on their own time. It is important to note that HISPs are moving to a digital-first, but not digital-only strategy. This means that although all services will be provided online, there will still be in-person options for those who do not have access to a dependable connection or for services that can require in-person help. By providing a variety of reliable, time and cost-effective services, Government agencies can ease usability and build trust with customers.

Okta HISP Customer Experience Series Blog Embedded Image 2024

Agencies with new, modernized websites can build trust in the Government. Conversely, a rushed website with too much downtime can lead to a user鈥檚 inability to access essential capabilities. Not every agency has a Customer Experience Officer to help roll out improved CX strategies. Various agencies may be set up differently regarding reporting structure, which complicates counsel. A driver of HISP and other government-wide CX initiatives, the Office of Management Budget (OMB), has released . With this initiative, the OMB will help agencies choose which public-facing items to invest in and which digital services to optimize for prime CX.  

A fundamental part of CX is the people who provide services. To truly improve customer service, agencies must first improve their employee experience. This means providing secure access to a variety of work models: virtual or in-person, temporary, seasonal or full-time, contractor or agency related. Once agencies understand how to provide a uniform experience across a diverse portfolio of workforces, agencies can train employees to provide uniform CX across a diverse array of customers. 

Technology also plays a key role in the Government鈥檚 hope of a trust-filled relationship with those they serve. Consistent branding is one powerful way to unite HISPs across the Government. This can look like each agency placing its logo in the same area of its website. Another way is for members of the public to access both their Government account and servicer website. 

A Unified Login

A cornerstone of the Federal Government鈥檚 idea around modernizing CX is that there is a simple way for people to access Government services across multiple devices. is putting that idea into practice. To shift online, the Government must provide a secure access method for every customer with a goal to move past the need for passwords. The modern generation of customers expect technological services to be available on multiple devices. They also prefer the ability to take a break and pick up where they left off, which requires behavioral analytics to protect users. Each agency will also be required to . With proper Identity and Access Management (IAM), whether in the form of single sign on (SSO) or biometric methods to log in, an app can verify that the user accessing sensitive information is the desired recipient. This way, users can gain easy, secure access to their services and information and agencies gain relevant context at the application level that follows Zero Trust principles. 

Empowering CX with IAM

Okta, the leading independent Identity partner, understands that IAM is an integral part of ensuring services are simple, seamless and secure. Furthermore, IAM services can still center CX. Okta has created to help agencies redesign experiences based on user needs and CX metrics. By synthesizing CX, secure and proper IAM and modern capabilities, the Federal Government can help build trust with the new era of customers. 

To learn more about how Okta鈥檚 IAM capabilities aid CX in the Federal Government, watch to gain insight on building trust with customers. To learn more about how Government agencies can build trust with their customers and improve customer services, view content from 探花视频鈥檚 .鈥

Enterprise Service Management in the Physical Realm: Understanding PPESM

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Public sector organizations face a unique challenge: efficiently managing a vast array of property, plant, and equipment (PP&E) while adhering to strict regulations and budgetary constraints. Traditional methods, relying on siloed systems like spreadsheets and paper forms, create a tangled web of inefficiency. Here’s where Plant, Property & Equipment Service Management (PPESM) steps in, offering a modern, extensible solution for the entire asset lifecycle.

PPESM: A Real-World Example

Imagine a U.S. Navy shipyard bustling with activity. A complex web of stakeholders 鈥 the yard, contractors, the Navy, the ship’s crew, and various regulatory bodies 鈥 collaborate on critical repairs to ensure a ship’s timely return to service. Traditionally, this process has been plagued by paper forms, communication silos, and the high cost of mistakes. Let’s see how PPESM can revolutionize this environment.

PPESM replaces paper forms and carbon copies with a centralized digital platform. Work requests, inspections, condition found reports, and corrective actions are all electronically submitted and tracked, ensuring real-time visibility. Automated workflows keep everyone informed and expedite the repair process, and digital forms with pre-populated fields and data validation minimize the potential for errors and rework.

But there鈥檚 more. Plant, Property & Equipment Service Management goes beyond process improvements; it delivers tangible business and strategic results with on-time availability completion, continuous yard improvement, and increased stakeholder satisfaction.

How PPESM works

PPESM: A Holistic Approach to Asset Management

PPESM builds upon the foundation of Enterprise Service Management (ESM), extending its capabilities to address the specific needs of PP&E.  Imagine a single, user-friendly system that seamlessly tracks assets from acquisition request to decommissioning. PPESM delivers this vision, empowering government agencies with:

Centralized Asset Register: Consolidate data from disparate sources into a central repository, providing a clear view of all assets, their locations, specifications, and maintenance history.

Streamlined Acquisition Process: Manage acquisition requests electronically, eliminating paper trails and streamlining approvals.

Automated Workflows: Automate routine tasks like scheduling preventive maintenance, generating work orders, and sending notifications for certification renewals.

Mobile Functionality: Empower field service technicians with mobile access to asset data, work orders, and service manuals, allowing for real-time updates and improved efficiency.

Enhanced Reporting and Analytics: Gain valuable insights into asset health, utilization rates, and maintenance costs. Use this data to optimize resource allocation and make data-driven decisions.

How PPESM Bolsters Security and Compliance

PPESM strengthens your organization’s security posture by centralizing asset data and access controls. User permissions can be tailored to specific roles, minimizing unauthorized access to sensitive information. Additionally, by automating document management and streamlining compliance workflows, PPESM ensures critical certifications and approvals are never missed, reducing the risk of being out of compliance and operational disruptions. This centralized, auditable system provides a clear picture of your assets and compliance activities, fostering transparency and accountability.

Addressing the Challenges of Smaller Asset Pools

PPESM offers particular benefits for organizations with smaller asset pools (under a few hundred). These agencies often struggle with inefficient ad-hoc methods. PPESM provides:

Reduced Breakdowns: Preventative maintenance becomes a breeze with automated scheduling and reminders. Early detection of issues minimizes equipment failures and extends lifespans.

Compliance Made Easy: Never miss a certification deadline again. PPESM tracks upcoming renewals and simplifies document management, ensuring smooth compliance audits.

Optimized Scheduling: Eliminate scheduling conflicts with a centralized, accessible system. Prioritize critical projects with ease and improve overall operational efficiency.

Faster Approvals: Mobile access and electronic workflows expedite the approval process for maintenance requests, ensuring timely repairs and minimizing downtime.

Beyond Efficiency: The Power of PPESM

PPESM goes beyond streamlining processes. It empowers government agencies to:

Reduce Costs: Minimize breakdowns, optimize resource allocation, and decrease administrative burdens, leading to significant cost savings.

Improve Service Delivery: Faster response times, efficient maintenance scheduling, and readily available asset information enhance service delivery to citizens.

Increase Transparency: A centralized system fosters accountability and improves visibility into asset management practices.

Enhanced Decision-Making: Data-driven insights empower informed decisions about asset acquisition, maintenance, and eventual decommissioning.

A User-Centered Approach

Traditional PP&E management systems often suffer from poor usability and accessibility, hindering user adoption and data accuracy. PPESM prioritizes a user-friendly experience with:

Intuitive Interface: A modern, easy-to-navigate interface ensures user acceptance and facilitates quick adoption across departments.

Mobile Accessibility: Empower staff with on-the-go access to information and tools, fostering real-time updates and improving field service effectiveness.

Offline Functionality: Ensure uninterrupted operations even in areas with limited connectivity.

The Key to Streamlined Operations, Cost Savings & Better Decision Making

PPESM is not just a software solution; it’s a catalyst for the transformation of PP&E management. By leveraging a centralized, user-friendly system with automated workflows and mobile accessibility, PPESM empowers agencies to streamline processes, optimize resource allocation, and ensure regulatory compliance. This holistic approach ultimately translates to improved service delivery, increased cost savings, and better decision-making. As your agency strives for operational excellence, consider PPESM as the key to unlocking a future of efficient and effective asset management.

Schedule a demo with our Atlassian team to learn how you can equip your organization with service management solutions.

Empowering Citizens: The Next Frontier in Government Service Delivery

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In this era of rapid technological advancement, embracing digital transformation is not just a matter of convenience, but a necessity for ensuring government agencies can effectively serve their constituents. The convergence of policy directives, like the President Management Agenda and the 21st Century IDEA (Integrated Digital Experience Act), with the pioneering spirit of public servants, sets the stage for a new era of government-citizen interaction.

Personalized Government Experiences

As we reflect on the lessons learned over the last few years, it becomes clear that the digital shift was not just about replicating existing services in a virtual space, it was about reimagining the very essence of citizen engagement itself. Agencies pivoted swiftly, using technology to supply critical services while safeguarding public health. This showed the immense potential for innovation within the public sector. The digitization of vital services, from health updates to unemployment assistance, was a monumental first step. Now, agencies stand at the precipice of a new frontier: personalization. Imagine a government service experience that predicts and addresses the unique needs of each individual. It is not just a matter of efficiency; it is a statement of commitment to inclusivity.

Adobe/探花视频 Government Service Delivery blog Embedded Image 2023Accessibility, often considered a compliance requirement, is at the core of this transformation. Yet, true accessibility encompasses more than technical compliance. It demands a cultural shift towards empathy and understanding. It calls for dedicated teams to champion accessibility at every stage of service delivery. It challenges agencies to view every interaction as an opportunity to forge a deeper connection with citizens.

Looking ahead, the potential for government-citizen interactions is boundless. The fusion of technological innovation and policy imperatives opens a realm of possibilities. From predictive analytics that anticipate citizen needs to virtual assistants that guide individuals through complex processes, the future is bright with potential. In this quest for personalized government experiences, creating tailored content emerges as a pivotal strategy. This involves understanding the diverse needs and preferences of citizens and crafting information that resonates with them on a personal level. By using data analytics and user insights, agencies can quickly and automatically curate content that addresses specific challenges, provides relevant information, and guides individuals seamlessly through their interactions with government services.

Digital Workforce

Furthermore, the power of personalization extends beyond citizens to the dedicated employees within government agencies. A digitally empowered workforce is fundamental to delivering exceptional public services. Agencies can invest in training and upskilling programs, equipping employees with the digital tools and knowledge necessary to navigate the evolving landscape. By fostering a culture of continuous learning and innovation, agencies empower their teams to adapt to changing citizen needs and drive meaningful impact. Empowering employees goes hand-in-hand with enhancing the experiences of constituents. By streamlining internal processes and using technology, agencies can reduce bureaucratic hurdles and deliver services more efficiently. This not only improves the speed of service delivery but also frees up resources to focus on initiatives that truly matter to citizens.

Seeking feedback from both employees and constituents is instrumental in fine-tuning government services. Establishing open channels of communication allows agencies to gain valuable insights into pain points, preferences, and areas for improvement. This iterative approach fosters a culture of responsiveness, ensuring that government services evolve in tandem with the evolving needs of the community.

A Citizen-Centric Government for All

The pursuit of personalized government experiences is a multifaceted endeavor. It requires a comprehensive approach that encompasses the creation of tailored content, the empowerment of employees, and a relentless commitment to continuous improvement of these experiences. As agencies embark on this transformative journey, they not only meet the immediate needs of citizens but also set the stage for a more agile, responsive, and citizen-centric government in the years to come.

Overall, the journey towards personalized government-citizen experiences is not just a matter of policy compliance, but a testament to the ideals of a government that serves all its citizens equitably. By championing accessibility, agencies pave the way for a more inclusive society. By embracing personalization, they empower individuals to engage with their government on their own terms. Together, we embark on a transformative journey towards a more responsive, inclusive, and citizen-centric government.

 

Check out this four-part Adobe webinar series to learn more about creating simplified government experiences customers can count on.

A Unified Identity: Login and Customer Experience

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While in-person services used to be the primary channel of access to Government services, this is no longer the case as more customers turn to digital services. To provide excellent Customer Experience (CX), the Government must prioritize creating digital channels for customers to sign up, apply for and purchase Government services. During 探花视频鈥檚 2023 Customer Experience and Engagement Summit, panelists discussed how agencies can create an easy-access experience for customers that is unified across all Government agencies.

Simple, United Services

探花视频 Customer Experience Engagement Summit Part 7 Blog Embedded Image 2023Customers want easy access to services, and this requires a secure, trusted, personal Government-issued digital identity. Having an individualized login allows customers to establish their identity online before completing important tasks, such as making child support payments or searching for unemployment insurance. To be as secure and validated as possible, these logins should be operated by an organization that does not have a motive to leverage private information to sell customer data for profit.

To maintain the core principles of effective customer service, logins should have a common set of controls that validate digital identities. To create a reliable login account, there are three core principles to follow.

  1. Logins must be usable by everyone including constituents without a bank account or a home. Employees cannot have implicit biases and must be ready and willing to serve everyone.
  2. The data that people provide must always remain private. With a Government-issued digital identity, customers will be providing sensitive information to prove their identity. This must be protected to preserve trust in the Government.
  3. Programs should be based on private sector technologies. Government agencies do not need to reinvent or reimagine technology. Rather, they should leverage products that are already built well and bring them together in a way that employs the best innovation in the private sector.

The Benefits of Accessibility

Having a digital identity could allow customers to have a single account that is accessible across Federal, State and Local Government. When customers need to transfer to a different department, an identity-tied login creates an easy way to share their history with new agencies. Centralized login accounts can connect the customer through various platforms, such as email, phone call, in-person and online. IT (information technology) is one of the few categories that has a spending increase into the double digits, which reinforces technology as the primary trend in Government innovation.

As with any digital ability, security concerns must be addressed. Since control of login credentials allows control of identity and data, agencies need to know that the person who is logging in is not an impersonator. By privatizing accounts and their login information, this avoids the information being manipulated or sold.

Government agencies are in the best position possible to combat this. The White House allocated agencies a budget to address CX initiatives. Panelists expressed that many excellent partners in the industry are ready to deliver on these cybersecurity initiatives. For the first time, CX is part of the President鈥檚 Management Agenda. The entire administration unified around the agreement that CX is vital to the Government, and the digital sphere must be the first step in reconstructing CX. With this support, agencies can spearhead the movement in providing simple, effective and secure service to elevate CX.

 

Check out the rest of the 2023 Government Customer Experience series to learn more about 探花视频鈥檚 insights from CX industry thought-leaders at the summit.

To learn more about the latest in the CX landscape and how 探花视频鈥檚 industry-leading partners can support your Customer Experience initiatives, please visit our resource hub to access all on demand recordings and information from the 2023 Government Customer Experience and Engagement Summit.

Utilizing Data to Improve in Customer Experience

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The main goal in customer service is to provide for customer needs and preferences. Through data and feedback, agencies can revitalize and refocus services to best support customers. At 探花视频鈥檚 2023 Government Customer Experience and Engagement Summit, panelists reviewed the usage of data in improving the customer experience (CX).

Maintaining Pace with Customer Needs

Expectations from customers have changed rapidly. The pandemic forced customers to increasingly operate via the internet, from important telehealth visits with doctors to completing the mundane task of buying groceries. To match audience needs, Government services must follow suite and digitize.

While digitization is vital, agencies must begin by investing energy and resources into the foundation of CX. To create successful digitization, agencies must focus on swiftly delivering value. Components such as success, personalization and digital equity will follow naturally. Implementing iterative feedback strategies and routines to talk one-on-one with the people directly involved refines usability in agency services.

Providing Equitable Service Through Data

Creating swift and efficient Government services can be difficult and gathering data on customer feedback is the key to improving them. By collecting data through live user testing, agencies can demonstrate how well services are working. This insight can be utilized to encourage the Federal Government to continue or increase funding for State and Local initiatives.

Agencies should encourage reviews as much as possible. By gathering feedback, agencies can use the information gained from data to implement measures alleviating processes that customers carry out. Feedback on digital services can be used by agencies to revitalize their websites around customer needs. Digital services should be simple, accurate, equitable and accessible. Sometimes, this means agencies will need to continue redesigning initiatives, even if they performed adequately in test cases. While this can be cumbersome, being equitable for all users is a vital part of customer service. Pilot programs and generative artificial intelligence can alleviate this process and aid in experimenting with new technologies or designs.

With the overwhelming switch to digitization and the automation process, agencies must not lose sight of maintaining security standards to protect the sensitive information they hold. Implementing data protection and resiliency ensures that in case of data loss, agencies can get services back up and running again.

Equitable service means considering the audience. Whether the audience even has access to technology or in-person services, is a large factor in how CX is provided. For services geared for older customers, such as Medicaid, physical copies may be necessary to reach a large part of the audience. Some customers may need help accessing information. Government agencies can make a difference in these communities by offering additional assistance, including teaching seniors how to use technology or signing them up for medication deliveries. Without considering the audience, and without providing an extra helping hand, Government agencies cannot ensure equitable and proper service to their customer base.

Ultimately, agencies need to stay relevant, accurate and up to date with customer needs while also recognizing that it takes time and effort to perfect services. However, by interpreting data to consider different perspectives and needs, and by applying that data to expand support services and platforms, agencies can provide excellent customer service and experiences.

 

Read the previous blog and check back soon to read the rest of 探花视频鈥檚 insights from CX industry thought leaders at the summit.

 

To learn more about the latest in the CX landscape and how 探花视频鈥檚 industry-leading partners can support your Customer Experience initiatives, please visit our resource hub to access all on demand recordings and information from the 2023 Government Customer Experience and Engagement Summit.

Diversity, Equity and Inclusion as a Pillar of CX Service Delivery

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Integrating DEIA Into the Larger CX Picture

The Whitehouse Executive Order on Diversity, Equity, Inclusion and Accessibility (DEIA) in the Federal Workforce promotes standards that can be applied to improving Government customer experience (CX). These include strengthening the ability to recruit, hire, develop, promote and retain the nation鈥檚 talent, removing barriers to equal opportunity and creating a space where all employees and customers are treated with dignity and respect. The standards offer Federal and State and Local Government agencies the opportunity to move toward equitable service delivery.

探花视频 Customer Experience Engagement Summit Part 5 CX Blog Embedded Image 2023Developing a DEIA strategy involves a multitude of moving pieces like analyzing data, enforcing requirements, measuring effectiveness and ensuring progress. All of these areas culminate in sustainable cultural intelligence for organizations. Starting the conversation around DEIA in the context of CX begins with the on-going theme of communication rooted in trust鈥攅specially employee and customer trust in the Government. During 探花视频鈥檚 2023 Customer Experience and Engagement Summit, panelists examined how their organizations are creating more trusting, inclusive and resilient workplace environments which translates to improved services for customers.

A Focus on Human-Centered Design

In the realm of CX, trust is one of the most important aspects of customer, employee and leadership interactions. One panelist found that previously coming from a background in the user experience (UX) transformation space, all human-centered design exclusively existed within UX. In furthering their understanding of the broader CX spectrum, they discovered that UX is only a small part of the CX journey. While UX refers to the way users interact with an organization鈥檚 specific products, CX is how users view an organization鈥檚 brand and experiences with the business. The critical missing component to elevate CX is communication and transparency to build trust. Much of the progress made through DEIA initiatives aims to rebuild trust with undervalued communities so they feel secure receiving assistance both personally and virtually.

To truly develop more equitable service delivery models, organizations must be able to manage workplace tension by building both internal and external progress. For example, the National Science Foundation (NSF) has worked to provide tools for success in both areas through various touchpoints. Externally, NSF teams launched a redesign of the agency鈥檚 website that allowed them to collect information from several demographic communities. In doing so, the NSF was able to redesign language inputs and outputs to better serve their website visitors. Internally, the NSF has implemented a call-listening program that analyzes empathy, psychological safety and compassion to protect not only customers, but employees as well. The NSF has also designed a DEIA maturity model, which helps to measure the efficacy of DEIA capabilities, identify critical barriers and benefits to employee advancement and operationalize a sense of inclusion and belonging across the foundation.

Moderating Workforce Development for the Future

Recruiting, hiring and retaining employees is successful when an organization considers a wide range of talent representation. Also, being data-informed is critical for an agency鈥檚 mission. Collecting data via methods like staff surveys to identify members鈥 interests and strengths as well as understand where that talent can best serve the agency is imperative for progress. Baking this into daily processes by working with human resources counterparts ensures the DNA of the organization is varied. Ultimately, diversity within CX talent can positively set one organization and the way its employees interact with customers apart from another.

 

Read the previous blog and check back soon to read the rest of 探花视频鈥檚 insights from CX industry thought leaders at the summit.

 

To learn more about the latest in the CX landscape and how 探花视频鈥檚 industry-leading partners can support your Customer Experience initiatives, please visit our resource hub to access all on demand recordings and information from the 2023 Government Customer Experience and Engagement Summit.

Following the Funding of Innovation in Customer Experience

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In the world of business, methodology is always changing along with users. While this innovation can be expensive, it is vital that agencies move alongside the private sector with technology implementation and customer service standards. At 探花视频鈥檚 2023 Government Customer Experience and Engagement Summit, panelists discussed ways to cut costs and foster innovation.

Innovating to Maintain Pace with Customer Needs

When a business works with clients, most of its focus will naturally be on the customer experience (CX). What was a revolutionary addition in the past, may be an expected feature in the present. As a result, agencies need to continually adapt and grow. Technology can be used to spearhead that innovation. Many people who interface with Government systems are also Government employees, so quality software is vital both internally and externally.

探花视频 Customer Experience Engagement Summit Part 4 Blog Embedded Image 2023Agencies should design interfaces with CX at the forefront. Professionals, such as designers, whose job is to understand how users adapt to natural patterns in software, should have a seat at the table to help integrate new features. This way, new technology is as easy to understand as possible, by as many people as possible. Allowing users to get involved in iterative cycles as updates are added will allow agencies to evolve their solutions as they go. By following previous successes, the overall user experience will improve.

The speed and agility of technology and service systems is one vital component. Both customers and employees will grow frustrated with slow, out of date technology and appreciate Government initiative for agile development. By rolling out iterative cycles during changes, users have the opportunity to evolve with solutions.

Cost Effective Service

Public agencies have been advocating for more funding to keep pace with the financial challenge of customer service. The current presidential administration has issued several executive orders that promote enhancing customer service and experience in the public sphere including additional funding for agencies to implement those upgrades. However, acquiring these funds requires having modern and secure technology and technical strategy already executed in an agency. Although implementing modern technology and the securest cybersecurity strategies can be expensive, it will help agencies save costs down the road.

If agencies do not qualify for Government funding, there are additional initiatives they can implement in the meantime. Agencies can partner with technology vendors to develop solutions that will improve CX. By leveraging existing data, such as data from performance.gov or analytics.usa.gov, agencies can figure out ways to improve customer service. Paying attention to internal service metrics such as the number of closed cases, time to close cases, success rate and satisfaction level can illustrate how well a company is performing with CX before reviews come in. Agencies can decrease helpdesk wait times and lower costs by focusing on self-remediation. Through championing these efforts alongside quality partners and vendors, agencies can view CX problems through different lenses, leading to the best possible process. Agencies can also utilize pilot programs to test situations out before implementing them and affecting both employees and users. Technology should be used to positively influence user behavior. By guiding a wide variety of customers through services with simple, easy to understand instructions, agencies can help both customers and employees which will keep wait times down and save money.

 

Read the previous blog and check back soon to read the rest of 探花视频鈥檚 insights from CX industry thought leaders at the summit.

To learn more about the latest in the CX landscape and how 探花视频鈥檚 industry-leading partners can support your Customer Experience initiatives, please visit our resource hub to access all on demand recordings and information from the 2023 Government Customer Experience and Engagement Summit.

Maximizing Service by Engaging Employees as Customers

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At the end of 2021, the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government stated, 鈥淥ur Government must recommit to being 鈥榦f the people, by the people, [and] for the people鈥 in order to solve the complex 21st century challenges our Nation faces. Government must be held accountable for designing and delivering services with a focus on the actual experience of the people whom it is meant to serve.鈥 Panelists at 探花视频鈥檚 2023 Government Customer Experience and Engagement Summit agreed that this mission begins with an organization鈥檚 employee experience.

A New Approach in Customer Experience Over Time

With the recent introduction of mandates and the new executive order, Government agencies have increased momentum to move customer experience (CX) from being a standalone initiative to weaving it into every facet of daily operations. Jill Leighton, Vice President of Public Sector Strategy and Solutions at Qualtrics, said that today, agencies are not just singularly improving a particular service or touch point. Now, they are taking that insight and implementing it into policymaking, strategic planning, reporting success and designing programs, while also learning where to invest and prioritize.

探花视频 Customer Experience Engagement Summit Part 3 Service Blog Embedded Image 2023Untapped Resources

Using the best resources and constantly staying on top of innovation is an undertaking for any agency. Employees can be the most underutilized asset for organizations, so it is important for agencies to understand what employees need for peak performance. An immense amount of change has happened throughout the pandemic in working environments, and organizations need to take full advantage of the newer talent capacity and building opportunities within teams and employee talent pools. Additionally, agencies can unlock insights from employee and CX satisfaction through data gathering tools like conversational analytics, natural language processing and machine learning.

Artificial Intelligence in CX

Ironically, the possibilities presented by AI technology are critical to a human-centered CX strategy, Leighton said. With the implementation of AI, agencies are able to automate data analysis in various formats, perform automatic cataloging categorization and background filtering. For example, employees on the front lines of call centers can benefit from weekly, even daily summary reports showing the customer鈥檚 most pressing problems, their satisfaction levels and other aspects of their experiences. Using AI for the purpose of collecting qualitative and experience data, call operators can gain valuable insight into how to improve their human-centered CX approach and learn how to personalize each interaction they have. Additionally, using that data to optimize efficiency will improve service delivery. These solutions help move employees away from manual processes so they may focus more on interactions with customers.

What Is Impacting the Work Force?

Many aspects of Government operations can be difficult to navigate. Panelists referenced a general talent shortage, lack of funding and outdated solutions as barriers for the CX workforce. One panelist said they encounter homegrown identity and access management solutions and piecemeal fixes throughout their organization鈥檚 CX efforts, which makes it challenging to provide a seamless experience for customers and employees. Another problem CX professionals face is increased expectations from those consuming Government services.

Ron Vickery, Area Vice President of Customer and Industry Workflows, Government Health and Higher Education at ServiceNow, expressed, 鈥淲e are putting employees in a really tough situation if we are not empowering them to deliver against that expectation. So, I think that, across the board, is a big trend; rising expectations of the way service should be received and making sure that we have empowered these employees to deliver that level of service.鈥

Translating the Employee Experience to Customer Experience

Government agencies must prepare employees to provide excellence service with a mission-driven mindset as well as proper resources and technology to deliver it. Benefits such as flexibility in the workplace, operational efficiency, training and easy access to tools and resources can attract new talent as well as retain existing employees. If they feel supported by and invested in their agency, workers will be more inclined to provide the quality of service expected by their leadership.

Nicky French, Customer Service Branch Manager for the Transportation Security Administration (TSA), said that the TSA鈥檚 security mission presents a unique challenge as this agency must balance national cybersecurity with customer experience. She stated, 鈥淥ur officers in the front lines have to enforce rules, and sometimes that can come across as a little more militant than we would like. So, we try to make sure that the officers are professional and polite. We spend a lot of time just level setting what customer service means.鈥

Employees need to know that their organization pays attention to their needs. When positive change is made, employees know their voice is valued and has an impact. Addressing challenges within operations enables employees to make a difference and move their agency鈥檚 CX mission forward.

 

Read the previous blog and check back soon to read the rest of 探花视频鈥檚 insights from CX industry thought leaders at the summit.

To learn more about the latest in the CX landscape and how 探花视频鈥檚 industry-leading partners can support your Customer Experience initiatives, please visit our resource hub to access all on demand recordings and information from the 2023 Government Customer Experience and Engagement Summit.

Letting Data and Leadership Inspire Change

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Every agency strives to provide quality customer service, but learning and executing new ways to do so can be daunting. Attendees at 探花视频鈥檚 annual Government Customer Experience and Engagement Summit learned that while the process may differ for each agency, there are a few main principles each group should follow in providing an excellent customer experience (CX).

Expounding On Census Data

Over the past few years, agencies have changed the way they collect data to find the best way to reach customers. For some audiences, this may include both electronic and paper forms. If both methods are deployed every so often, agencies can better understand which customers still need that physical conversation or mail-in form, and which prefer online methods. Agencies must embrace observability in both controlled and uncontrolled environments to collect the most effective data on customer experience. One such uncontrolled feedback forum is social media. Previously thought to be uncorrelated to constructive feedback, agencies are finding that customers use social media as a feedback mechanism. By monitoring responses on social media, government organizations can find action items for the way they serve the public.

探花视频 Customer Experience Engagement Summit Part 2 Blog Embedded Image 2023After collecting data, agencies need to know how to sift through it to find relative action items. To provide better customer service, agencies need to find measurable results from these initiatives. Actionable plans should be formed around the data results. Ultimately, the customer鈥檚 experience must guide agency programs.

Leadership in Action

Data can be utilized in practice through strong and guided leadership. A government agency may be the sole provider for a particular service, such as taxes with the Federal government, or issuing drivers鈥 licenses through the local government. Therefore, it is increasingly important that the government provides excellent service. Government agencies must center their service around empathy. By connecting and understanding customer needs, employees can balance data insights and other priority goals such as cybersecurity and regulatory framework in light of its main goal of centering services around the customer. Agencies can utilize journey mapping and analytics to find predictive routing for continued customer service improvement.

Addressing CX can benefit other service priorities, too. By focusing on each individual customer interaction, handling time and average transaction time will decrease, while overall satisfaction between employer and customer will be higher. During 探花视频鈥檚 2023 Customer Experience and Engagement Summit, Abraham Marinas, the Product Design Director at Federal Student Aid, attested, 鈥溾s you focus on the customer experience, all those metrics eventually will fall in line.鈥

Technology can be utilized to fulfill innovation in customer service. Technology has improved vastly in the past several years. While agencies may have previously structured themselves around technology, now, technology should be formatted to fit the agency鈥檚 specific needs. By investing in strong partnerships with the IT industry, agencies can create better solutions and technology for their organization.

As the government strives to better serve its people, agencies must continue to update their processes and services for positive change by considering the following:

  1. Have a clear, focused image of the change it wants to make.
  2. Decide how to will demonstrate the benefits of that change.
  3. Share that image with each individual team; even when an organization has a shared vision, it might need to change the implementation process depending on the structure of each team.
  4. Upscale existing talent or hire new experts to specialize and understand new changes.

By engaging in genuine and emphatic conversations and utilizing data to influence leadership and progress, employees can form bonds with their customers to help foster trust and respect for the Government.

 

Read the previous blog and check back soon to read the rest of 探花视频鈥檚 insights from CX industry thought leaders at the summit.

 

To learn more about the latest in the CX landscape and how 探花视频鈥檚 industry-leading partners can support your Customer Experience initiatives, please visit our resource hub to access all on demand recordings and information from the 2023 Government Customer Experience and Engagement Summit.