It’s election time in Canada, which means political parties are making every effort to demonstrate that they are the ones with Canadians’ best interests at heart. Elections affect all citizens on a personal level; but for the government agencies that help run our society, promises made on the campaign trail can impact the way they will operate after the election— especially if the new government brings forward new priorities.
For both federal politicians and the institutions working to implement their visions, balancing frequently changing priorities can feel like an insurmountable challenge. At Level5, we believe that all of these stakeholders can cut through this complexity by applying a customer-first mindset.
All organizations, public and private, struggle to effectively manage stakeholder needs. In almost all cases, public sector organizations have a much wider base of stakeholders than private companies. To make matters more difficult, public sector companies are often required to meet these various needs while managing tight budgets that are highly scrutinized.
So how can public enterprises manage competing priorities with limited resources? By focusing their efforts on what matters most to voters, patients, or taxpayers. Just like their private counterparts, public sector companies can use a customer-first mindset to transform the way they make decisions for society’s greater good.
In our work, we have identified some thematic challenges that many public sector companies face:
Don’t take our word for it when we say that a CX strategy can help public sector organizations satisfy their stakeholders; data supports the notion that a customer-first mindset leads to positive outcomes for public sector companies:
A CX method is a valuable tool for identifying what matters most to your customers, however varied they may be. Once you understand your customers’ needs, you can align your organization’s activities with those needs and agree on where to improve. The best part is that this is a true win-win methodology: customers have their needs met leading to higher levels of satisfaction, and agencies have the tiebreaker they need when striving to deliver value in a complex multi-stakeholder environment.
Reach out to Garnet Tosswill at GTosswill@Level5strategy.com to find out more about Level5’s customer experience practice.