Going Digital
According to a recent ‘Going Digital’ poll, just over 67% of civil servants who responded said their department is improving customer experience to some extent, as a result of taking services online.
However, 53% of respondents said that overcoming silos was the main challenge in attempting to increase collaborative working between departments, while 45% flagged inflexible legacy systems as the main challenge in attempting to integrate back-office functions.
The challenge, it seems, is clear: ‘going digital’ requires revisiting and overcoming some familiar challenges.
Click here to see an infographic of the results for the Going Digital poll
Share your thoughts
Civil Service World is keen to get your feedback on customer experience in your department. Please fill in this three minute survey.
Overcoming the challenges
To explore the challenges of transforming customer service, Civil Service World and TCS are hosting a web chat on Thursday 19 March from 1-2pm on the topic of the cultural and organisational change needed to optimise and improve digital customer experience across the public sector.
For more information on how to join the discussion, click here.