Our innovative methodology empowers us to accurately Assess, Analyze, Prioritize, Implement, and Improve—for unparalleled results. With AAPII, we can precisely determine what it takes to move the needle and take your customer experience to the next level. Let us help you improve the customer experience!
In order to understand and delineate the root cause of customer experience challenges, we carefully assess the needs of people (both employees and citizens), the efficiency of processes, and the practicality of technology throughout the organization.
- Customer Service Needs Assessment
- Customer/Employee Focus Groups
- Customer/Employee Journey Mapping
- Policy and Standard Operating Procedure Assessment
- Customer/Employee Surveys
- Technology, Process, and Web Assessments
Once all assessments are complete, we analyze the results of each assessment and consider them in concert. It is understanding how each component of the citizen experience fits with the others that creates meaningful results, accurate KPIs, and practical metrics. Creating baseline measures of performance is key.
- Customer Service Needs Analyses
- Customer Experience Best Practices
- Creating Objectives
- Creation of Baseline Metrics and Key Performance Indicators (KPIs)
- Identifying Short-term (“Quick Wins”) and Long-term Goals
Prioritizing the findings from the Analyze Phase allows us to create an actionable plan to address short-term recommendations, or “quick wins,” and longer-term recommendations, which require more time and budgetary considerations. Organizing them by impact and effort creates the needed road map for implementation.
- Establishing Timeline and Budget
- Prioritizing Objectives
- Creating Engagement and Branding Strategy
- Creating Final Roadmap
We then roll up our sleeves and work side by side with our client to implement each and every recommendation, and we measure improvement with each recommendation.
- Project Management
- Change Management
- Instructional Design and Training Delivery
- Branding and Engagement Strategy Implementation
- (Tech) Procurement Support and Requirements Gathering
- Website Strategy Implementation
- Process Mapping and Re-Design
- Contact Center Planning and Build-Out
One of the most important aspects of AAPII is the implementation of a “continuous improvement culture” that is baked into employees and citizens alike, so they work together as one team to achieve what is best for all—greater efficiencies for the agency and ease of use for the citizen.
- Creating a process to continuously assess and improve the baseline by:
- Assessing the Delta Between Baseline and Current Metrics
- Promoting a Citizen-Focused Environment
- Encouraging a Culture of Continuous improvement
- Align and Improve