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for digital services under IDEA will not make CX a priority given their other responsibilities. But by adding digital services to the Federal IT Acquisition Reform Act scorecard, Congress will give those services some increased vis- ibility and focus.
customers. Those efforts will include educating program managers of high- impact service providers on assessing customer data to inform improve- ments to the services they provide and offering tools to collect feedback that include a waiver for Paperwork Reduction Act requirements. Social media will be monitored for customer feedback as well.
Agencies will have a better
understanding of the impact employee engagement and culture have on their ability to provide better services to their customers. Agency leaders will increasingly recognize that citizens deserve to interact with pro- fessional government officials who are empathetic to their circumstances.
Artificial intelligence and
cost of such centers and their impor- tance in delivering digital services.
To make these predictions a reality, agencies should continue assessing customers’ major journeys through the services they deliver and design new experiences that meet citizens’ future needs. They should learn from the successes of other agencies and the private sector, and celebrate their own improvements. Agencies must also assess their performance through in-depth analytics and customer feed- back, connect the data from their con- tact centers with their digital services to determine where failures are occur- ring, digitize paper-based services, implement plain language and assess the content that’s provided across all channels. n
Martha A. Dorris is a Cisco fellow and founder and CEO of Dorris Consult- ing International. She championed citizen service and CX throughout
her three-decade government career, which culminated in her leadership of the General Services Administration’s Office of Strategic Programs.
6. As agencies begin to implement their CX action plans, they
will focus on measurement, culture, customer understanding and service design. Actions will include establish- ing customer offices, training employ- ees on CX, mapping key journeys
and consolidating contact centers. Agencies will also use human-centered design to create future services. 7.The use of digital forms and
electronic signatures will receive increased focus once Congress has assessed the reports required by IDEA. Such digitization has been required
for years, but the new law gives those requirements considerably more clout. 8.The Office of Management
and Budget and the General Services Administration will continue eliminating barriers so that agen-
cies can collect feedback from their
9.
10.
robotic process automa- tion will be used more frequently to
improve CX and increase operational efficiency. In addition, facial recog- nition technology, blockchain and sophisticated analytics will be tested for their value in improving services. Best-in-class contact centers will receive additional focus based on the
4Skeptics need only look at the OOK
to full-blown emergencies. In the next 10 years, offices could be networked to sense if it’s you or someone else sitting down at your computer.”
IPv7 could be waiting in the Government interactions
4From mesh networks to smart-city connectivity, this is happening.
“It might be that IPv7 will finally be able tectonic shift.
to address the problem of spoofed data “More government business will move
packets.” online, including setting up accounts and
7.Spam and phishing are mostly under control.
Agent software finally takes
hold.
8.
10.
wings.
with the public make a
6 login information for everyone who wants
To be fair, McCarthy did add, “Don’t hold your breath.”
9.
OO
to do business with your agency. Because people of various skill levels will start logging on, agencies will need to collect demographic information to make deci- sions on what data to display and how to help with information navigation.”
4
“Security concerns will never fully go away
because it costs far too little for spammers
to get started, while the rewards can be powerful.... Versions on the horizon can be
great for spammers and those who phish set to automate specific decisions related Demographics-driven interfaces for information. But by making the barrier to what’s found in those files, triggering
to entry a little higher, much of the prob- other processes, ranging from purchases first and government customer experience lem can be stopped.” to notices of violations and reconfiguring have come a long way.
6
network traffic.”
Umm....no.
“Agents are getting more autonomous and
government’s Robotic Process Automation Community of Practice.
may not be the norm, but digital-
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