Serving digital customers in an age of austerity
Deliver cost-effective customer service to your citizens anytime, anywhere
Since 2008, public sector organizations have faced significant budget reductions, some that will continue for the next few years. Hence, “saving money” is only one half of their objective. They must work out how to continue delivering their responsibilities while, at the same time, making further savings to be compliant with future budgetary years.
Consistently achieving customer satisfaction targets that meet customer expectations typically improve public trust that tax monies are spent to achieve socially desired goals.
Performance-driven public sector strategies put a focus on meeting service delivery targets. This challenge is particularly prevalent as open data initiatives often require publication on the Internet of an organization’s performance against service delivery targets.
Public sector employee motivation has never been lower as a result of widespread staff reductions and the specter of more to come. Hence, this is a key focus of public sector customer service directors.
Where the performance of public sector organizations impact the approval ratings of elected officials, the desire to be re-elected or achieve higher office can influence policies and budgets that support customer service delivery.