GovX Show #41: Customer-driven public service transformation - Sarah Whitehead, IPO

Jul 1, 2021, 11:06:14 AM ·

Sarah Whitehead, Deputy Director of Customer Experience at the Intellectual Property Office. joins us to share insights on how the IPO has kept customers at the heart of its transformation journey.

Sarah explains how they maintain focus on the end user to build customer experience (CX) into user journey mapping, service design and delivery, and how they maintain a healthy feedback loop feedback to power a customer-centric view across the business.

Episode Resources

Watch the session 'Government CX' at GovX Digital 2021, where Sarah was joined by leaders from HM Courts & Tribunals Service, DWP Digital and Crown Commercial Service to explore how CX is powering public sector transformation. Watch free on demand now:

Jul 1, 2021, 11:06:14 AM ·

By Tim Coulthard

Tim is the Community Director at Government Transformation magazine, maintaining engagement with our public sector audience through learning and networking activities, and hosting the weekly Government Transformation Show.