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