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.
nce all assessments are complete, we Analyze the results of each assessment and consider them in concert. It is understanding how each component of citizen experience fits with the others that creates meaningful results, accurate KPIs and practical metrics. Creating baseline measures of performance is key.
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.
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.