How do you support growth for an enterprise-wide customer experience program in local government?

AmyNyren Hi Amy, I am not sure if you do this already or not, but what has helped our city is using a single CX survey that measures all of our city services (rather than having individual surveys per service). This survey was designed to streamline our defined CX metrics (overall satisfaction and trust in city) and other key drivers such as friendliness, timeliness, etc. This has helped us unify the data to have an overview of how the city stands in terms of general CX performance, but also makes it easy to break down and analyze or compare per service/division/etc. Our team manages the CX data but works closely with service owners across the city to deliver their services' performance data and come up with solutions to help improve their experiences.
Due to this, we have started creating more staff accounts in Qualtrics, but most as "dashboard viewers" or "survey viewers" in the past few months.
Hope any of this is helpful. I am happy to share more info if you have any other questions.

AmyNyren I agree with the approach Vicky outlined above. We also have a standard service evaluation survey with identical NPS and CES question for all services however, we do allow the service provide to include 1-3 CSAT questions that are unique to the service being evaluated and should help improve their operations.
We then have customer service agents/PIOs who are Qualtrics ticket users within the service providers' department who monitor and response to any "valid" service issues.
Finally, with us all survey creation is centralized within our Communications Department. We feel this ensures all standards are being followed and we can maintain a certain level of control of who is being asked what.

Radam AmyNyren I should add, since Radam stated they do this already, we would like to get to a point where we can also bring in more service owners to use Qualtrics' ticketing system. It would be ideal to have them respond directly to residents to "close the loop" when they request someone from the city follow up with them about their issue.
Currently, we pass off these requests to service owners via email to reply to and our team closes the ticket in Qualtrics.
To start, I would to bring in a couple of service owners with higher volumes and perhaps slowly start expanding access this way.

AmyNyren I'm in a Federal agency, but some similar principles might well apply to expanding the customer experience program. Some of the elements that emerge include:

• Embedding in workflow: how do you show product/business owners how gathering customer feedback can help them identify their products/services and service delivery? How can you make the measures you collect relevant for them, and show them that it is an opportunity to make their products better, and not a threat, particularly if they are not used to measurement?


• Thought leadership, transparency, and information dissemination: What is your role in sharing customer feedback insights across the organization? What do you want your role to be?


• Governance: what rules do you set for access to survey data and/or ability to collect surveys? Do you want everyone to have access, or just certain people? Do you see yourself and your team as consultants and subject matter experts, a dedicated CX team, or operational enablers to ensure access to the tool?