Driving customer satisfaction and improving services can be more complex in the public sector than in the corporate world due to higher regulation, lack of market forces, and unpredictable budgets. And public sentiment on specific issues can influence attitudes about service experience. The most successful agencies know that good customer service—and the attitudes and behaviors of the citizens they serve—absolutely affect their bottom lines. There’s a strong interdependency between agency and citizen behaviors.
We’ve found that the public agenda is turning increasingly to self-service—helping citizens help themselves through simple, guided, and interactive mechanisms. Our expertise in understanding physical and psychological motivators can create processes to better enable taxpayers, beneficiaries, veterans, and other citizens. We’ve worked with a range of federal government agencies to understand citizen preferences, tracking their satisfaction and improving service process performance.
Our government expertise is most often applied to:
“PCG conducted satisfaction research for the U.S. Courts Public Access to Court Electronic Records system (PACER). Following a website redesign and upgrades, PACER has seen a sharp rise in overall user satisfaction with 90 percent of users saying they are satisfied or highly satisfied with the internet-based public case information system, compared to 75 percent in 2009.”
Source: U.S. Courts http://news.uscourts.gov/pacer-survey-shows-rise-user-satisfaction