The New Government Playbook: The First 90 Days of Bringing Customer Experience to Local Government
In a world where you can order almost anything and have it delivered to your door in less than 48 hours, the pressure to deliver private sector service is knocking on government’s door. Increasingly, residents expect their government to be easy to use, effective, and digital first. The City of Corona embarked upon that exact challenge: how can the city prioritize customer experience to deliver better government outcomes? And, no, it’s not an oxymoron – government can deliver excellent customer experience!
Join this session to learn how the City of Corona has increased their community engagement rates by over 4x, saved money, and prioritized service improvements based on what matters most to residents – all through embracing customer experience. City of Corona leaders will share their vision and the specific tools, tactics, and strategies they employed to get started with customer experience in government. Attendees will leave with an understanding of what customer experience looks like in government, why it’s important, and how to get started.
Learning Objectives:
- An understanding of customer experience in government and why prioritizing experience drives key local government outcomes.
- An understanding of how local governments get started in customer experience and specific tactics, tools, and examples of what CX looks like for the City of Corona.
- How customer experience drives key value, like increasing community participation, cost savings, program adoption, and more. Specific examples of how the City has realized this value and what's next.
