Under pressure! Government services under transformation
Customer Experience is tackling bigger and more gnarly challenges worldwide. In New Zealand, the ‘Result 10’ programme team is working to make it easier for people to deal with government online – with Customer Experience at the heart of it.
How do you set out on a task like that? How do you set yourself up and what barriers do you prepare for?
We will talk openly about our challenges and our lessons learned around setting up a massive transformative programme. In this, we want to highlight how essential it is to ‘do your homework’ and to model the customer-centric behaviour that we’re aiming to build ourselves. We will address change and transformation in a risk-averse environment and the need to consider the system, silo and the role of leadership.
To start with, every design or transformation process needs a vision. Result 10 underwent an intense process, engaging customers and stakeholders, learning from the other countries and adapting to local circumstances. The outcome is a ‘Blueprint’, outlining what needs to happen to truly transform government digital service delivery. We’ll talk about how this living document came to be and how we’re expecting it to undergo an evolution in the following months and years.
Simultaneously, we completed substantial customer research on government service delivery over the course of a year. By layering in-depth qualitative and representative quantitative data, a holistic picture emerged. Our findings talk to the need for synchronising and collaboration between channels.
With a vision and a rounded understanding of our customers – what actions did we take to kick-off government service transformation? We’ll talk through our approach and our first experiences putting the vision into action, using a collaborative approach rather than a top-down strategy. In that, we’ll put our approach in relation to other international government-programmes.