Improve Citizen Experience with CX

Thinking of citizens as customers will allow government entities to focus on their Customer Experience (CX) and learn what matters most. OZ can help improve CX through Digital Innovation.

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Where Public Service Meets Customer Service

“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.

Florida Economic Opportunity Florida Department of health Florida Department Environmental Protection Florida Department Children Families FLHSMV Dbpr Agency Healthcare Administration

Helping Government Establishments Improve Their CX

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). 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.

Kindle Citizens’ Trust By Connecting With Them As Customers

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.

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OZ's Public Sector Certifications

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Guiding Our Clients Through Constraints

  • Cost Savings
  • Efficiency
  • Legacy System Conversions
  • Build versus Buy Consultation
  • Multi-platform Web Application Development
  • Cloud Architecture

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.

OZ Strategizes With Its Clients

  • Analysis / Facilitations
  • Diagnosis (Problem Identification)
  • Service (Problem Solving)
  • Knowledge Transfer

We conduct research, manage programs, and execute the strategies leading to the achievement of our clients' goals and objectives.

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OZ - Did you know?

"As a result of many efforts, including radically changing how patient information was collected, distributed, and acted upon, the VA was one of two federal agencies that improved CX in 2018 according to Forrester’s US CX Index." [...] “VA took a mature, methodical approach to improving customer experience and it’s paid off.”

- Source: Medallia

Murray Izenwasser

Murray consults with clients to create digital solutions that align with their vision, markets, customers and products. Prior to OZ, Murray co-founded Biztegra, a digital marketing, engagement and technology agency.

He also held senior positions at some of the world’s largest digital agencies, including Razorfish and Sapient, and began his career at what is now Accenture. An IASSC Certified Lean Six Sigma Yellow Belt™, Murray earned his B.S./B.A. in computer science and finance from the University of Florida.

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OZ is a leading global consulting company whose services and solutions enhance Customer Experience through digital innovation.