In an era when public expectations are continually rising, investing in customer experience (CX) is essential for ensuring government services meet the needs of all citizens regardless of the political landscape. But developing a fully functional CX capability requires much more.
To stay relevant, organizations must continuously evolve their CX strategies. At Technical Assent, we recognize this need and have developed a CX capability model and assessment tool to guide you through this evolution, ensuring that every step you take is informed by best practices and real-world insights.
One of six components, Securing CX Investment, is about obtaining the necessary funding and resources to support CX initiatives. Securing investment is critical because sustained improvements require ongoing financial and organizational support to implement new technologies, tools, and strategies.
Key Elements to Securing CX Investment
- Resources and budget: Making the business case and securing the necessary resources for CX capabilities and projects.
- Executive sponsorship: Sustained leadership commitment to drive accountability and enable consistent delivery of exceptional customer outcomes.
- Navigating agency and government-wide processes and policies: Translating frameworks for what government aims to achieve into practical, effective services that resonate with customers.
Best Practices for Securing CX Investment
With decades of experience helping federal organizations launch new capabilities and enhance the performance of existing ones, we’ve identified three key sets of best practices that drive success:
- Secure resources by demonstrating impact: Integrate resourcing and spending on CX activities and investment into the organizational budget cycle. Secure dedicated funding streams by demonstrating the impact of consistent CX investment on key performance indicators (KPIs) or objectives and key results (OKRs) aligned to the organization’s strategic plan.
- Identify and cultivate CX Champions: Fortify executive engagement in CX initiatives by providing them the information and data to advocate for and serve as advocates of CX. This may mean you need to turn key executives into champions for CX if there are none at the agency level.
- Work the process: Map out key agency processes and policies that enable or impact CX (e.g., the Paperwork Reduction Act, Section 508 of theRehabilitation Act, the Federal Risk and Authorization Management Program, or FedRAMP, and the Privacy Act), identifying roadblocks as you go. As your programs mature, develop your own standard operating procedures (SOPs) or guides for navigating them and build expertise in your team to more effectively navigate them.
Benefits of Securing CX Investment
Securing CX Investment enables the crucial work of the other five components of our capability model. Ensuring long-term personnel resources and funding for CX investments increases the likelihood that your organization can sustain CX efforts. Leaders and executives who build alignment and support for customer-centric strategies drive accountability and enable consistent delivery of exceptional customer outcomes. Navigating key policy and regulatory processes effectively also makes it more likely that the transformation you’re driving in culture and outcomes will stick.
Developing CX maturity may seem overwhelming, but you don’t have to do it alone. We’re here to partner with you and help you figure out your next big step.
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