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Does your government meet your customer service expectations?

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Improving the citizen experience

In the news

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Less satisfied US consumers. US customer experience is trending down for a third consecutive year, according to a study of about 98,000 consumers’ views of 223 brands, the Wall Street Journal states. Although problems stemming from the pandemic, such as long shipping times, are generally fading away, today’s customers are questioning the value of the products they’re still paying high prices for, says one analyst. Still, the shift in perception is “mostly . . . from positive to neutral,” the analyst adds. [WSJ]

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Declining faith in UK government. The Financial Times reports that trust in the UK government is at a historic low as discontent with public health services reaches a record high, per a recent National Centre for Social Research survey. Forty-five percent of respondents said that they would “almost never” trust government leaders to prioritize the good of the country over the ambitions of their political parties. That’s the highest share since the survey first posed the question, in 1986. [FT]

In the US, every percentage-point increase in customer satisfaction with a federal agency increases trust in that agency by as much as two percentage points.

On McKinsey.com

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Improving engagement. Today’s civil servants face a growing burden of challenges, including declining trust in government. Against this backdrop, many government agencies are straining to deliver program benefits and meet the public’s rising expectations of customer service. The good news is that systematically tackling shortcomings in customer and citizen experience can help increase trust in government and reduce costs, with technology platforms being a key enabler, McKinsey senior partner Andrew Pickersgill and coauthors explain.

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Red tape resolution. Adopting new technology in the public sector is often stymied by complex bureaucratic processes, but governments shouldn’t ignore the positive transformations that digital and AI tools can bring. To help accelerate user adoption, the public sector can develop critical capabilities such as aligning top leadership and agencies on a business-led road map, fine-tuning existing processes to acquire the right digital talent, and creating and deploying agile teams. Explore three imperatives for civil servants.

See three public sector priorities

—Edited by Belinda Yu, editor, Atlanta

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by "Only McKinsey" <publishing@email.mckinsey.com> - 01:24 - 11 Jul 2024

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