Customer Experience and Engagement

Customer Experience & Engagement

October 2013

What is Experience & Engagement?•Every interaction with Fairfax County

Government (regardless of department or method) creates a personal reaction and memory.

•Each interaction determines resident perceptions of their government.

•“Team Fairfax” concept is critical – we all work for the entire government, not just departments.

Customer Experience

Forrester Research

•It includes everything from encounters and counters to emails and envelopes.

•People constantly access us for services, not just when they need help on the phone.

Costs• Important because of potential cost savings:

Forrester Research

University of Utah research

Happening Around Us

Consolidated, one-stop shops

Participate & Engage

New ways to engage online

PTI Citizen Engagement Roadmap

“Citizens do not differentiate contact with an elected official, a call center representative, or staff in an operational department. They are all perceived as the city response and the city service.”

•Report:▫Cross-agency committee

▫43 recommendations

▫It’s more about culture and communications

▫Report online at www.fairfaxcounty.gov/cex/experience

All Areas Are Connected

Contact Center Fairfax

Digital and Data Fairfax

Engage Fairfax

Team Fairfax

Next Steps

•County Executive will provide Board of Supervisors with staffing recommendations.

•Detailed draft work plan with key deliverables and timeframes will be established.