“Government agencies that are unclear on what matters most to their customers risk wasting time and resources on the things that don’t.”
— McKinsey & Co.
Citizens often turn to government agencies at critical or pivotal moments in their lives — births, deaths, marriages, or the purchase of a home or vehicle. We are often at our most vulnerable at these times, underscoring the great need for competence, efficiency and empathy on the other side of the counter. Hiccups and delays are all the more frustrating during major life events when timeliness and accuracy are critical.
Thanks to online retail and banking, today’s citizens are conditioned to expect seamless transactions, but the public sector hasn’t quite caught up to Amazon and Apple when it comes to customer experience (CX). Hampered by tight budgets and convoluted legacy systems, state and local governments struggle to provide services to the thousands of citizens who need them each day.
Congress took an important step toward improving CX in late 2018 when it passed the 21st Century Integrated Digital Experience Act. IDEA, which requires that government websites and apps be consistent, user- and mobile-friendly, secure and continually tested, is a roadmap for good CX. Now it’s up to individual agencies to comply and deliver on the promise of improved digital services — and OZ consultants are proud to help them get there.
OZ’s digital experts can help agencies build strong links between the people and their government. Beginning with a design-thinking approach, our consultants obtain a deep understanding of the population being served, defining citizen and employee segments, mapping their journeys and identifying points of friction and inefficiency. Then, we collaborate with the agency to develop the best solutions to resolve their challenges.
Working hand in hand with public sector teams to navigate fiscal and regulatory constraints, OZ guides agencies toward the tools that help them make the most of their resources. These tools may include: robotic process automation (RPA) to boost accuracy and efficiency, predictive and prescriptive data analytics to unearth new ways to improve operations, and enterprise-level integration to untangle and streamline back-end systems.
With the right digital solutions in place, agency staff will have more time and energy to serve and connect more meaningfully with the citizenry.
Strained staff and legacy systems make an already difficult job even harder. OZ helps modernize public agencies and control costs with digital solutions that improve experiences for citizens and employees alike.
Director of Business Development
Katy is a results-driven strategist with the ability to identify, lead, and close IT consulting projects. With a background in Hospitality, Katy strives to keep Customer Experience (CX) a part of our clients' journey through service and delivery. Prior to joining OZ, Katy served as the Director of Operations for Advanced Systems Design, Inc. overseeing the State and Local Division.
She is active in the Tallahassee, Florida community serving on the Florida Technology Board and participating in SheLeadsTech. A dedicated professional with true Southern charm, Katy is committed to helping our public sector clients achieve their goals to make a quantifiable impact on the citizens they serve.
- Source: Forrester
OZ is a leading global consulting company whose services and solutions enhance Customer Experience through digital innovation.