The following article written by ForeSee VP of Government Dave Lewan was first published on Nextgov.
The path to more conservative government spending lies in collecting and analyzing citizen (customer) experience data. This isn’t hyperbole or exaggeration, but rather a foregone conclusion with nearly two decades of research to back it up. And Congress seems to agree the introduction of the Federal Agency Customer Experience Act of 2017, a new piece of bipartisan legislation, is aimed at simplifying the process agencies go through to gather public feedback about their customer service.
For instance, citizens who have a good experience with a federal website are 87 percent more likely to use the website as a primary resource going forward, according to the latest ForeSee E-Government FXI report. That data point—which reflects responses from tens of millions of citizen experiences—may not seem like a huge revelation, but it is. Simply examine the operational spending for government agencies, and things become more clear.
One example of this sort of savings would be in comparing the cost of providing services in person versus the offering the same services via a website or mobile app. Any business person who has dealt with service center spending will be quick to tell you those in-person services are more expensive. But let’s go a step further and play with some numbers.
Take a typical government agency with a local office that helps meet citizen needs and answer questions. While you’re there, 12 people (counting you) are standing in line waiting to speak with the clerk for various purposes. On average in the business world, it costs $7 to $13 per person for a live service interaction such as an in-person visit, according to recent research by Harvard Business Review. That means the operational costs for those standing in line would be around $84 to $156.
However, if the same services are delivered through the organization’s official website, that channel can not only serve far more than 12 people in the same timeframe, it can also handle multiple kinds of tasks people are seeking to accomplish—not to mention the cost analysis on average can be measured in mere pennies.
Continue reading Dave’s entire article via Nextgov: How better digital services can result in agency savings.