Embracing Data-Driven Change to Enhance Customer Experiences

From the delivery of healthcare and public benefits to emergency management and national security, incorporating emerging technologies provides opportunities for government at all levels to enhance constituent services and increase engagement more broadly. Leveraging today’s rapidly evolving technology and available tools, government agencies can better distill large amounts of data to derive holistic insights, promptly identify areas for improvement, and drive innovative initiatives to enhance service delivery and implementation. Beyond implementation, agencies can further utilize this data to monitor and measure the health and success of the work and its resources for a more sustained future state.

This is an area where government agencies can begin to explore the impact that AI and other tools can have in driving improved customer and employee experiences while thoughtfully balancing human interaction, automation, and risk management. Adopting a data-driven approach in governmental operations and focusing on the transformative potential of new technology will offer the ability to modernize agency performance and outcomes and empower customers and employees alike.

Learning Objectives:

• Delineate the qualitative and quantitative differences between augmenting customer service and replacing human customer service representatives
• Establish metrics for measuring changes in both customer and employee satisfaction
• Identify new initiatives and pilot programs under way in line with the goals of the Executive Order on utilizing AI
• Review the technologies and services agencies are using to improve their customers’ experiences and satisfaction