My number one mission for my professional life is to help government organizations become high performing. If every government were high performing, I think it would change the trajectory of human history for the better in a big way.

One way to do that is to bring customer experience (CX) principles pioneered in the private sector and some forward thinking places (like the US Federal Government, the UK Government, or the Government of Estonia) and bring them to State and Local Government.

It is my dream to create CX capabilities in City and State Government in Michigan and have our state be a model for how CX can work at the State and Local level across the country.

Dreams don’t come true unless you talk about them. So I’m talking about it.

If you have the same mission or the same dream, I want to meet you. If you have friends or colleagues who have similar missions or dream, I want to meet them too. We who care about high performing, citizen-centric government want to make this happen. I want to play the role that I can play to bring CX to State and Local Government and I want to help you on your journey. Full stop.

I have so much more to say about what this could be, but I had to start somewhere. I had ChatGPT help me take some thoughts in my head and convert them into a Team Charter and a Job Description for the head of that team.

What do you think? Have you seen this? What would work? What’s missing? Maybe we can make something happen together, which is exactly why I’m putting a tiny morsel of this idea out there for those who care to react to.

The country and world are already moving to more responsive, networked, citizen-centric models of how government can work. Let’s hasten that transformation by bringing CX principles to the work our City and State Governments do every day.

I can’t wait to hear from you.

-Neil

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Team Charter for Customer Experience (CX) Improvement in City or State Government

Purpose (Why?)

To transform and enhance the quality of government services and citizens’ daily life through CX methodologies. High impact domains include touchpoints with significant impact for the citizens who are engaged (e.g., support for impoverished families obtaining benefits) and those touchpoints affecting all citizens (e.g., tax payments, vehicular transportation), and touchpoints with high community interest.

Objectives (What Result Are We Trying to Create?)

• Increase citizen satisfaction

• Strengthen trust in government

• Elevate the quality of life for residents, visitors, and businesses

Scope (What?)

This initiative will focus on the top 5-7 stakeholders personas driving the most value to start:

• Improve how citizens experience government services, daily life, and vital community aspects

• Drive change cross-functionally and at scale across interaction channels

• Foster tangible improvements in the quality of life

• Create and align KPIs with community priorities and establish ways to measure and communicate success

Activities (How?)

• Segment residents, visitors, businesses, and identify top personas and touchpoints

• Develop customer personas, journey maps, and choose highest-value problem areas to focus on for each persona

• Prioritize and create an improvement roadmap

• Partner with various stakeholders to drive change

• Measure results, gather feedback, and align with community priorities

• Share progress regularly and communicate value to stakeholders to gain momentum and support

Team and Key Stakeholders (Who?)

• Leadership: A head with experience in leadership, CX methods, data, technology, innovation, and intrapreneurship

• Department Liaisons: Individuals driving CX within different governmental departments

• External Partners: Collaboration with other government agencies, citizen groups, foundations, the business community, and vendors

• Core Team: A mix of professionals with expertise in relationship management, digital, innovation, leadership, and related fields

Timeline and Next Steps (When?)

• 0-6 Months: Segmentation, personas, and journey mapping

• 6-12 Months: Problem analysis and a prioritized roadmap creation

• 9-18 Months: Tangible improvements and iterative changes in focus areas

• Ongoing: Continual refinement and adaptation to changing needs and priorities

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Job Description: CX Improvement Team Leader

Position Overview:

As the CX Improvement Team Leader for City or State Government, you will drive transformative change to enhance citizens’ experience with government services and improve quality of life for citizens in this community. You will guide a cross-functional team to create innovative solutions, aligning with community priorities and creating tangible improvements in quality of life.

Responsibilities:

• Lead and inspire a diverse team to achieve objectives

• Create and align KPIs, establish methods for measurement

• Develop and execute an improvement roadmap

• Engage with stakeholders across government agencies, citizen groups, businesses, and more

• Regularly share progress and communicate the value of initiatives to gain momentum and support

• Collaborate with external partners and vendors as needed

• Foster an innovative and responsive culture within the team

Qualifications:

• Minimum of 10 years of experience in customer experience, leadership, technology, innovation, or related fields

• Proven ability to drive change at scale across various channels

• Strong communication and relationship management skills

• Experience in government, public policy, or community engagement is preferred

• A visionary leader with a passion for improving lives and a commitment to public service