November 2, 2022  6:15 PM – 7:15 PM
Delivering

What is the hype with Customer Experience in the public sector? The story behind the International Model for Customer Experience in Government

This presentation will introduce the inception background of the 4Ds framework that underpins the International Model for Customer Experience in Government and will outline the significance of its four dimensions in assessing and advancing holistic CX maturity in public sector organizations. The presentation will also introduce the Direction dimension which helps organizations define their CX transformation starting point and their priorities. It will then address the importance of adopting a human-centred approach to the design of public services to mobilise truly relevant change into the future.

The presentation will also address the importance of adopting an iterative design-led approach to develop digital solutions during service creation, testing and deployment processes. The presentation will also define the service delivery triangle and its interlinks and will conclude with critical success factors for the implementation of the model, based on learnings from a variety of government organizations.

President
Gov. Design Academy
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