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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.”

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