Customer Experience
Turning citizens’ voices into state-wide service upgrades
At the Statewide Customer Experience Program, we’re working with agencies to meaningfully, visibly improve customer experience across the 1000+ services the state offers. We incubate new customer experience practices, then scale them to the state’s 24 executive branch agencies.
Let’s Work Together
We can work with any executive branch agency to set you up with Qualtrics and help you find ways to improve your customers’ experiences. Reach out or book a time in our calendar to discuss collaborating.
Listening to Customers in Qualtrics
We can also help you use Qualtrics to measure and improve service quality. We have already worked with state agencies to:
- Ask customers for feedback after site visits, office visits, phone calls, submitting a form, completing an application, completing a service online, and more.
- Streamline complaint filing and handling.
- Monitor engagement on multi-year programs.
- Nudge participation in multi-month programs.
- Gather feedback on a yearly cycle.
Improving Customer Service
We can work with you to analyze service quality and recommend improvements to in-person and digitally delivered services.
- Human-centered design
- User research and focus groups
- Journey mapping and identifying pain points
- Creating service blueprints
- Facilitating collaborative ideation
- Review feedback to develop roadmaps to change
Our Team
Team Members
Louise Schenk - Program Management and Facilitation
Rachel Stone - User Research and Improving Digital Services
Tania Vakhrycheva - Analyzing Service Quality and Improving Digital Processes
Tramaine Jones - Survey Development and Data Analysis
Agency and Division Representatives
We also have a network of CX Champions, which includes at least one person in every agency who is pushing for better customer service. Some agencies have CX Councils, which include one representative from each division, who read customer feedback, and identify improvements at the division level.