Customer Experience and Engagement

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Customer Experience and Engagement

October 2013

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Customer Experience and Engagement

  1. 1. Customer Experience & Engagement October 2013
  2. 2. 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.
  3. 3. 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
  4. 4. Costs • Important because of potential cost savings: University of Utah research Forrester Research
  5. 5. Happening Around Us Consolidated, one-stop shops
  6. 6. Participate & Engage New ways to engage online
  7. 7. 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.”
  8. 8. • Report: ▫ Cross-agency committee ▫ 43 recommendations ▫ It’s more about culture and communications ▫ Report online at www.fairfaxcounty.gov/cex/ experience
  9. 9. All Areas Are Connected Contact Center Fairfax Digital and Data Fairfax Engage Fairfax Team Fairfax
  10. 10. Next Steps • County Executive will provide Board of Supervisors with staffing recommendations. • Detailed draft work plan with key deliverables and timeframes will be established.

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