DIGITAL TOOLS
Main statement:
Improving the customer experience of public services is slowly emerging as a transformative new approach for addressing state objectives and complex challenges faced by governments worldwide. Public services are not only an integral component of people’s everyday lives but are also powerful tools for driving wide-scale improvements within nations. Tapping into the largely unexplored potential of CX in the public sector is a novel, creative, and potent approach for elevating the performance of government entities and countries at large.
GOVCX
About GOVCX
GOVCX is a customer experience management digital system developed in alignment with the international model for customer experience in government. GOVCX system equips the entity with a fully digitalized environment that will seamlessly lead the entity’s customer experience transformation journey. It is the fit-out solution that will facilitate achieving the government entity’s customer experience vision and objectives.
GOVCX Main Features:
Provide a CX strategy development and governance module
The system provides the entity with a fully automated module to develop and govern the customer experience strategy and monitor the performance of the components related to it using strategic KPIs and operational action plans.
Provide a full module for service cataloguing and performance management
GOVCX allows the users to smoothly upload the entity’s services and the details related to it using a predefined and customized service card template. Also, the system provides the entity with a full-service performance management section that will allow them to measure the performance of each service periodically and generate interactive performance reports and dashboards.
Provide entity with a matrix for service agenda identification
The system provides the entity with a service prioritization module Allowing the entity to enter the service score based on predefined and customized measures and KPIs and then generate a total score for each service to identify the priority agenda.
Provide users with a powerful project management module
The system equips the entity with a project management module that helps them in creating the improvement action plans, assigning a project manager, and assigning a team member to each activity. Also, the system allows the entity to monitor the progress of the projects periodically by generating comprehensive progress reports.
Allow an interactive and collaborative CX Self-assessment
GOVCX is the central platform for the execution of the CX self-assessment. It provides an efficient way to evaluate performance against various model states and allows multiple users to assess the entity's CX practices and then illustrate the assessment results using an interactive spider chart.
Provide entity with smooth and strict governance workflow
The system provides the entity with a customized governance workflow to manage the approvals of the strategic KPIs results, service KPIs results, progress of the organizational improvement projects, and service improvement initiatives.
XQUAL
About XQUAL
XQUAL is a service design project management tool developed in alignment with the international model for customer experience in the government design dimension. The design for XQUAL tool provides the entity with a fully digitalized environment that gives them a bird’s eye view over the full-service design cycle.
XQUAL Main Features:
Support teamwork
The tool allows the project manager to add the service design multidisciplinary team to the project and add different permissions to each team member.
Provide entity with ready-made templates
The tool provides the entity with ready-made and customized templates that can be used during the different service design steps such as templates for employee focus groups, customer focus groups, ideation, prototyping, ..etc.
Address the complexities of the Public Sector through a powerful journey mapping module
The tool allows the entity to manage complex design projects that include intervention of multiple partners by providing them with a state-of-the-art customer journey mapping module tailored to address the complexity of public services.
Includes a quadrant chart for initiatives prioritization
The tool provides the entity with a quadrant chart used to prioritize initiatives based on predefined criteria that can be customized based on the entity's directions.
Provide entity with a detailed initiatives action planning module
The tool provides the entity with a comprehensive improvement initiative management module to develop the initiatives action plan and monitor the progress of each initiative.
Provide entity with smooth and strict governance workflow
The tool provides the entity with a customized governance workflow to manage the progress of the project plan and improvement initiatives actions.