Seamless customer experience is the key to creating a positive interaction between citizens and their government entities. However, the acceleration of digital tools and multiple points of interaction has added many layers of complexity to service delivery. Despite the emerging challenges, the public sector continues to transform service delivery to support citizens throughout all stages of life. Today, with almost all aspects of life being digitally enabled, the number of government services delivered online continues to grow – along with the expectations of consumers.

Despite the progress to date, service providers must continue to work proactively to bridge the divide between citizen expectations and their multichannel experiences. Innovative methodologies and technology can be used to reimagine customer journeys, reinvent service design, identify pain points, amend infrastructure deficits, and ensure that public confidence in government is supported by positive experiences with them.

Through an innovative mix of lecture-style presentations, interactive group exercises, and expert feedback, the “Reengineering the Customer Journey” online training session series will allow participants to improve CX by learning how to map, analyze, and engage with each stage of their citizen’s journey to transform service delivery and align with organizational purpose.

Under the guidance of our expert facilitator, this training session series will equip attendees with human-centered approaches that help to tackle growing expectations, fluctuating demand, and changing operational environments. Participants will leave with both theoretical and practical knowledge, as well as implementable strategies they can embed in future projects and share with their multidisciplinary teams.