Citizens’ satisfaction from the service they are receiving.The level of trust that citizens have in government.The issues that are causing citizens the most problems.Increased ability to draw data-driven insights in order to design more effective programs, ease the burden of paying taxes, reduce improper payments, and optimize processes.Minimized risk and increased ability to achieve strategic goals with real-time, citizen and employee insights.Increased public confidence by determining why problems are happening to citizens and identifying options to solve the root-cause issues.Reduced complexity by enhancing the efficiency and effectiveness of business processes.Government can deliver more effective services to citizens by adopting a data-driven strategy that enables real-time insight and analytics to drive greater public trust and engagement X+O DRIVES OUTCOMES… Closing the experience gap creates additional opportunities to an improved and harmonised digital service delivery paradigm that boosts citizen satisfaction scores while increasing trust and generating savings for the public purse. Yes – business performance is the outcome, however fundamentally your customers are happier! Your citizens and residents actually feel listened to.įor local government, customer experience is only the jumping off point in the move towards greater customer and employee engagement. This virtuous cycle of listening, understanding and taking action provides an avenue to see things differently and close the experience gap thereby improving performance. You can more quickly, or even preemptively, understand and adjust strategies to drive immediate impact. The constant and fluid fusing of X and O data provides a holistic understanding – the “colour”. Success requires the fusion of human experience data with operational data to identify and create new approaches – the new North Star. | noun | 1: the act of developing a holistic understanding of human experiences through combined x-data and o-data-driven intelligence, thereby driving a real-time impact on operations a virtuous cycle of learning and continuous feedback. | noun | 1: Operational data - customer, finance, HR, procurement, services data, tangible records of actual activities. | noun | 1: Experience data, the human factor data - the beliefs, the emotions/feelings, and sentiments. You don’t have the ‘colour’ you need to see things differently. The challenge is trying to do this by combining multiple sources of “operational” data, “big data”, or seeking sentiment across key known issues. The combination of X- and O-data can help your organization know the “what” and the “why” and can help you take action to close the loop and achieve better outcomes. SAP describe this as Data Driven Government. This approach becomes even more powerful when you combine Experience data (‘X’) with Operational data (‘O’) that you already hold within your organisation, thus ‘tying the knot’. That essential feedback and insight from your constituents is known as Experience data. Just as importantly, you know it is important to “close the loop” with citizens, residents, and visitors after they give you feedback.
As a government agency, you know it’s vital to collect citizen feedback on the services you deliver.
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