Government Matters Logo
Generic selectors
Exact matches only
Search in title
Search in content
Search in posts
Search in pages
Dean Silverman, public sector partner at McKinsey & Company, discusses ways to measure and improve customer experience in government.

Improving customer experience is a top priority for federal agencies. Since the President’s Management Agenda set improvement goals, agencies are reaching out to meet them. Dean Silverman, public sector partner at McKinsey & Company, says that data science has made analyzing customer experience far more in depth than ever before.

 

“Customer experience has become a bit of a science on its own. It’s not just surveys any longer. It used to be, ‘How do the customers feel? How does the taxpayer feel?’ Or ‘how does the taxpayer advocate feel?’ Data actually allows you to get behind what really matters to a given customer or to a set of customers. To segment the customers out and say ‘Where is speed important, where is information important, how do I get it, what medium do I use?’ and so forth and so on,” Silverman said. “If you turn it on the operational end, things like AI, that can be overwrought, is a great tool for service.”

Share This
Where to Watch
  • WJLA 24/7 News
    Weeknights at 8 PM and 11 PM on WJLA 24/7
  • ABC7
    Sunday Mornings at 10:30 AM on ABC7
  • AFN American Forces Network
    Worldwide on American Forces Network
Sponsored

CyberNation: Securing the Remote Workforce

Watch on Monday, June 15th at 8:30 p.m. and 11:30 p.m. on WJLA 24/7 News
More
May 2020
M T W T F S S
« Apr    
 123
45678910
11121314151617
18192021222324
25262728293031
Our Brands
  • Government Matters Logo
  • Government Matters Defense
  • Government Matters Thought Leadership Network