Podcast #62 - Making a Success of Citizen Experience

In this episode of The Government Transformation Show, GovMetric's Managing Director Nic Streatfeild joins us for a deep dive into the challenges and opportunities around Citizen Experience. 

Among the topics we cover are: 

• Understanding Citizen Experience vs Customer experience 
• Getting to grips with voice of the customer AND voice of the employee 
• The importance of understanding service demand 
• Avoiding the failure demand blindspot.

As mentioned by Nic in the episode, GovMetric is leading a forum to develop a model that can be used to quantify the financial ROI of implementing citizen experience improvement programmes in the public sector. Find out more.