Direction
The first dimension of the 4Ds+ Framework focuses on understanding where your organization currently stands in its customer experience (CX) journey and defining where it aspires to be.
Leadership
Establish a structured, empowered, and accountable CX leadership function to champion customer experience transformation.
Priority Setting
Define priority services for improvement based on an in-depth understanding of its customers’. The process must be holistic, reliable, and timely.
Customer Experience Strategy
Define customer experience strategy based on a holistic and in-depth understanding of its customers’ and beneficiaries’ current and future needs, as well as the organization’s internal and external environment.
Customer-Centric Governance
Uphold the rule of law, safeguard user rights, ensure fair remedies, protect privacy, promote transparency, enable open data access, and govern infrastructure procurement in a customer-centric manner.
Customer-Centric Culture
Create the cultural conditions necessary to encourage innovation, experimentation, and inclusive collaboration in public service design, development, and delivery.