1、Government Trends2IntroductionAcross the globe,government agencies are driving positive impact for their customers and employees through deliberate investment in organizational,technological,and workforce capabilities.And in the last decade alone,theyve steadily improved key indicators of effective

2、customer experience(CX),reflecting their strategic focus and resourcing of CX solutions.In the US Federal government,these efforts have highlighted the importance of customer journeys as a powerful framework through which teams can understand and improve experiences.Through our research,we discovere

3、d a wide variation in the performance of different customer journeys,showing the need for more consistency in service quality.But what we also discovered is that people experience is created through deep inter-connections across the three elements of organizational effectiveness:customer experience,

4、technology,and workforce.Where the workforce feels disengaged,support for technology transformations wane.Where technology fails to meet customers expectations,satisfaction drops.As a result,treating customer,employee,and technology capabilities as distinct efforts led through their own siloes misse

5、s opportunities to catalyze improvements in all three ingredients for service delivery.In this report,well explore how government agencies are leveraging technologies,customer experience strategies,and human-centric approaches to talent management to deliver better outcomes for all.Dr.Sydney Heimbro

6、ck,Ph.DChief Industry Advisor for GovernmentDr.Antonio Pangallo,PhDPrincipal XM ScientistTalia QuaadgrasResearch Program ManagerIsabelle Zdatny,XMP,CCXPHead of Thought Leadership,XM InstituteMEET THE EXPERTS3What we found17Reminder to takethe Q3 EmployeeExperience PulseFederal agencies are closing t

7、he gap with industryTREND 1Customers embrace technology for certain needs and interactionsTREND 2Employees embrace AI but only for specific tasksTREND 3Human-centered approaches are key to elevating the employee experienceTREND 4TREND 1Federal agencies are closing the gap with industry5TREND 1Federa

8、l agencies are closing the gap with industryWhile Federal government agencies continue to receive below-average XMI Customer Ratings Overall scores,they have improved much more rapidly than industries as a whole.Since we started measuring customer experience for federal agencies in 2020,they have ac

9、hieved a 19 percentage-point improvement to their industry XMI Customer Ratings Overall score.The gap between federal agencies and the cross-industry XMI Customer Ratings Overall has more than halved from the 24 percentage-point difference in 2020 to todays 11 percentage-point gap.GOVERNMENT AGENCIE

10、S ARE STEADILY IMPROVING THEIR CUSTOMER EXPERIENCETHE GAP BETWEEN GOVERNMENT AND THE CROSS-INDUSTRY OVERALL RATINGS IS CLOSING2020202120222023XMI CUSTOMER RATINGS OVERALL FOR FEDERAL GOVERNMENT AGENCIES(US ONLY)FED AGENCY RATINGSAVERAGE RATINGS28%52%37%58%42%56%47%58%6Federal agencies customer exper

11、ience ratings still lag behind compared to the cross-industry scores,with an average score of less than 50%YET FEDERAL AGENCIES CX STILL LAGS BEHINDFor example,the airline and insurance industries on average performed worse in customer success and customer emotion scores than federal agencies.Govern

12、ments are catching up with many industries in managing experiences for customers.TREND 17TREND 2Customers embrace technology for certain needs and interactions8Customers embrace technology for certain needs and interactionsAs government customers,respondents were more satisfied achieving their goals

13、 through mobile apps than more traditional website interactions.In fact,the apps were experienced as more“human”than more traditional technologies.Given that apps are routinely developed by applying user experience and human-centered design methods and principles,agencies should apply these same app

14、roaches to all customer interactions.ONLINE GOVERNMENT AGENCY EXPERIENCE(US ONLY)20%40%60%80%100%MOBILE WEBSITECOMPUTER WEBSITEMOBILE APPIT WAS EASY TO UNDERSTAND THE INFORMATION PROVIDED67%67%74%I FELT CONFIDENT THAT I WAS ON THE RIGHT TRACK THOUGHOUT MY INTERACTION68%62%80%THE EXPERICE WAS PERSONA

15、LIZED TO MY NEEDS54%64%73%THERE WAS AN IMMEDIATE AND OBVIOUS PATHWAY FOR ME TO COMPLETE MY GOAL64%63%66%THE ORGANIZATION TREATED ME LIKE A HUMAN BEING56%61%72%TREND 2920%40%60%80%100%FINDING THE RIGHT INFORMATION FOR YOUR NEEDS79%RECEIVING THE BENEFITS/SERVICES YOU APPLIED FOR78%GETTING HELP FROM AN

16、 IN-PERSON CUSTOMER SERVICE DEPARTMENT77%CREATING AN AUTHENTICATED ACCOUNT75%75%APPEALING A DECISION75%FINDING THE RIGHT FORM75%SUBMITTING A FORMGETTING HELP FROM AN ON-LINE CUSTOMER SERVICE DEPARTMENT71%RECEIVING STATUS ON A CLAIM/REQUEST69%TREND 2But not all customer journeys are working better th

17、rough technology today.Online customer service departments scored significantly worse than in-person services,suggesting that digitizing interactions must be carefully crafted to create the same experience of personalized service that human interactions can achieve.SATISFACTION WITH GOVERNMENT AGENC

18、Y JOURNEYS(US ONLY)%77%71IN-PERSON CUSTOMER SERVICEONLINE CUSTOMER SERVICE10TREND 3Employees embrace AI but only for specific tasks11Employees embrace AI but only for specific tasksFor employees,technological advances like AI generate enthusiasm for their ability to complement human capabilities.Our

19、 global data found that employees embrace AI as a powerful work tool easing the burden of managing calendars or writing documents but are reluctant to see it applied to complex decisions like hiring.WRITING61%51%47%46%41%39%38%37%33%29%PERSONALASSISTANCEASSIST WITH PUBLIC SERVICESINTERNAL WORKPLACE

20、QUIRIESPERSONAL GROWTH COACHINGONLINESHOPPINGAI-DRIVEN INSTRUCTIONPERFORMANCEAPPRAISALSMEDICALADVICEJOBINTERVIEWSPERCENTAGE OF EMPLOYEES WHO AGREE THEY WOULD WANT AI TO PERFORM A GIVEN TASK(GLOBAL)TREND 312TREND 3Whats more,government employees overall experiences with their organizations are direct

21、ly correlated to their attitude toward new technologies like AI.Whereas only 30%of disengaged employees say theyre comfortable applying AI at work,over half(53%)of engaged employees are positive about AI.If agencies want to introduce new ways of work with new technologies,they need to start with bui

22、lding the healthy engagement.Employees need to trust their organizations to do the right thing.OVER HALF OF ENGAGED EMPLOYEES ARE POSITIVE ABOUT AI13TREND 4Human-centered approaches are key to elevating employee experience14Human-centered approaches are key to elevating employee experienceGovernment

23、s are also facing an employee experience crisis.Employee wellbeing saw the most significant decrease from 2023 to 2024,with employees seeing declines in work-life balance and increases in job-related stress.Promoting collaboration across teams could be an important first step to improve the employee

24、 experience as workplace collaboration fosters a sense of belonging,improves efficiency,and sparks innovation and creativity.TREND 458%60%63%GOVERNMENT EMPLOYEE EFFICIENCY AND EFFECTIVENESS(GLOBAL)ORGANIZATION SUPPORTS MY WORK-LIFE BALANCE EFFORTSEFFECTIVE COLLABORATION BETWEEN TEAMS AT THIS ORGANIZ

25、ATIONAMOUNT OF STRESS IN MY JOB IS MANAGEABLE15Governments seeking to improve efficiency and effectiveness must recognize the deep inter-connections across customer,employee,and technology experiences.By applying a human-centered approach to all of their investments customer experience,employee expe

26、rience,and technology transformation governments can strengthen peoples trust in public service organizations.TREND 4BOTTOM LINE16GET STARTEDDive into the trends shaping the community experiencesStay ahead with data-driven insightsQualtrics 2024 Employee Experience Trends Global Study of 36,872 employees across 32 countries,and Qualtrics XM Institute Q3 2023 US Consumer study of 10,000 US consumers.