Date post: | 18-Nov-2014 |
Category: |
News & Politics |
Upload: | fairfax-county |
View: | 708 times |
Download: | 2 times |
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
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.
Costs• Important because of potential cost savings:
Forrester Research
University of Utah 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.