The Constituent CX

[Robert Maxwell]

In this post I'll describe 5 key ways ServiceNow technology supports high quality customer experience when dealing with constituents.

Constituent experience is more than just providing an outcome. It also includes how the engagement transpires, which drives a perception of the overall service. When constituents need to interact with government they're often doing it out of necessity, therefore the user experience should be as streamlined and efficient as possible.

1. User Identification - Having a mechanism in place where constituents have a user account will do two things - it will allow them to avoid the inconvenience of having to repeat personal information by leveraging data within their profile, and if they do need additional support, Customer Central enriches the agent's experience by having all of their data in the one pane.
2. Repeatable services that follow a similar UX pattern - When services are published in a catalogue, good design right down to the right UI policies on forms using standard ServiceNow functionality will uplift the constituent experience. Goodbye PDFs and word docs!
3. Communication channels - The Virtual Agent chatbot and social media channels are just two of the numerous  methods that ServiceNow provides that can simplify exchanges for constituents by giving them a consumer-like experience that they're likely used to with other internet apps.
4. Public Sector Digital Services - The data model, portal, workflows and Virtual Agent topics pre-configured in this application provide a baseline for constituent service provision. This app is an extension on top of CSM and also provides a templated way for businesses to interact with government.
5. User Experience Analytics - This application provides out-of-the-box dashboards that will enable government to gain insight on the way constituents interact digitally via any of the channels published and provide metrics that will assist in continual improvement cycles. Government can also use their own metrics from call centres to identify demand for what could be digitised leveraging an engagement platform such as ServiceNow.