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Customer Experience and Engagement
 

Customer Experience and Engagement

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Customer Experience and Engagement

Customer Experience and Engagement

October 2013

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    Customer Experience and Engagement Customer Experience and Engagement Presentation Transcript

    • Customer Experience & Engagement October 2013
    • What is Experience & Engagement? • Every interaction with Fairfax County Government (regardless of department or method) creates a personal reaction and memory. • Each interaction determines resident perceptions of their government. • “Team Fairfax” concept is critical – we all work for the entire government, not just departments.
    • Customer Experience • It includes everything from encounters and counters to emails and envelopes. • People constantly access us for services, not just when they need help on the phone. Forrester Research
    • Costs • Important because of potential cost savings: University of Utah research Forrester Research
    • Happening Around Us Consolidated, one-stop shops
    • Participate & Engage New ways to engage online
    • PTI Citizen Engagement Roadmap “Citizens do not differentiate contact with an elected official, a call center representative, or staff in an operational department. They are all perceived as the city response and the city service.”
    • • Report: ▫ Cross-agency committee ▫ 43 recommendations ▫ It’s more about culture and communications ▫ Report online at www.fairfaxcounty.gov/cex/ experience
    • All Areas Are Connected Contact Center Fairfax Digital and Data Fairfax Engage Fairfax Team Fairfax
    • Next Steps • County Executive will provide Board of Supervisors with staffing recommendations. • Detailed draft work plan with key deliverables and timeframes will be established.