Paying attention to the CITIZEN VOICE
Survey: Uncovering what makes for a good citizen experience in the public sector.
Never before has the UK government been so committed to citizen-centric services. But what exactly do we expect from our interactions with the public sector, and what role do front-line staff play in ensuring a positive experience?
If your organisation enjoyed 100% market share, how much focus would you place on the customer experience you were delivering?
The UK government is in exactly this position and citizen experience is at the top of its agenda. The Transformational Government programme is turning public sector thinking on its head, focusing on citizen value and requirements to drive efficiency and cost reduction back through departments and divisions. For citizens, the primary benefit is easier access to services. The benefit for government is that policy outcomes are delivered more efficiently and effectively.
The empowered consumer
But what does a ‘better citizen experience’ look like? Fujitsu has undertaken research to answer this question – examining not only the citizen’s point of view but also the thoughts of the front-line service staff responsible for delivering service on behalf of government.
Focus groups were used to match the perceptions and views of front-line staff against those of the individuals experiencing ‘Government Service’. A quantitative study, based on a representative sample of 999 citizens, was used to test the importance and relevance of the insights uncovered.
This article contains the following exhibits:
- How does ‘better citizen experience’ look like
- Citizens appetite for information sharing
- What are the citizens priorities
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