Skip to main content

Welcome To The GovCX Journal

Embark on a structured learning experience by accessing the Foundation’s journal, which features our corpus of articles, case studies, guidelines, and toolkits on successful CX practices through The GovCX Journal.

Welcome to the GovCX Journal! Here we examine how government entities prioritize and plan for customer experience. The “Direction” dimension guides entities in assigning CX leadership, identifying priorities, and formulating a CX action plan. Lets explore how this approach shapes government entities’ CX strategies.

Discover the Review

Welcome to The GovCX Journal! Explore the ‘Design‘ dimension which will illustrate how to come up with customer-centric solutions to complex challenges and subsequently formulate a plan for executing this experience of the future. Let’s explore together.

Discover the Review

Welcome to The GovCX Journal! Let’s delve deeper into the ‘Development‘ dimension and see how to ensure the successful realization of a design by focusing on accessibility, inclusivity, security, effective messaging and effortlessness. Have a look at these important considerations

Discover the Review

Welcome to The GovCX Journal! The last dimension, titled ‘Delivery‘ outlines the necessary on-the-ground considerations of a successful service. Go ahead and investigate all the components that go into an exceptional service experience!

Discover the Review

Welcome to the GovCX Journal! Under this tab you can explore all four dimensions of the International Model for Customer Experience in Government. Let’s dive in!

Discover the Review

AllDesign

Effortlessness: A New Frontier in Public Service

The case for CX in governments is undisputable. Yet, there remains a missing puzzle piece. While customer complaints most often describe services as ‘too slow’, the latest research suggests that ‘reliability’ and ‘simplicity’ are the real underlying drivers of satisfaction. A fantastic customer experience, therefore, is at its core an…
gmr
May 29, 2021