30% Improvement in Service User Satisfaction
By addressing key areas identified in citizen feedback, CityGov significantly boosted satisfaction across various public services.
EonPath’s Public Sector Engagement Strategies
Implementing Voice of the Customer in Public Sector Services
At a Glance
30%
Improvement in service user satisfaction
50%
Increase in actionable feedback collected
3
New service enhancements launched from citizen input
25%
Faster response times to citizen concerns
Introduction
Public sector organizations face unique challenges in gathering and responding to citizen feedback effectively. CityGov, a metropolitan municipal agency, partnered with EonPath to establish a Voice of the Customer (VoC) program that captures, analyzes, and integrates feedback from citizens to improve public service delivery. Through EonPath’s tailored approach, CityGov achieved significant improvements in satisfaction and trust among its citizens.
The Challenge
CityGov needed a systematic way to collect and act on citizen feedback to ensure that its services met the evolving needs of the community. Prior methods lacked consistency, leading to missed insights and an inability to address common concerns in a timely manner. CityGov required an effective VoC solution that could handle large volumes of feedback, prioritize actionable insights, and foster transparency with citizens.
Key challenges:
- Collecting and managing diverse feedback from a large population
- Prioritizing and implementing actionable insights to improve public services
- Building trust and accountability by demonstrating responsiveness to citizen needs
EonPath’s Approach
EonPath developed a comprehensive VoC program tailored for the public sector, enabling CityGov to systematically capture and utilize citizen feedback to enhance services.
Steps taken:
- Multi-Channel Feedback Collection: EonPath helped CityGov implement feedback mechanisms across multiple channels, including surveys, social media, and public forums, ensuring a broad and inclusive approach.
- Data Analytics for Prioritization: Using advanced analytics, EonPath developed a system to categorize and prioritize feedback, identifying common themes and urgent issues that needed attention.
- Transparent Reporting and Accountability: EonPath worked with CityGov to set up a public-facing dashboard that displayed key initiatives based on citizen feedback, fostering transparency and accountability.
Key Results
With EonPath’s VoC program, CityGov transformed its approach to citizen engagement, resulting in enhanced service delivery and increased trust among residents.
50% Increase in Actionable Feedback Collected
Multi-channel collection methods enabled CityGov to gather more feedback, helping the agency to address a wider range of citizen concerns.
3 New Service Enhancements
Based on prioritized feedback, CityGov launched new initiatives, including improved public transport schedules and expanded online services.
25% Faster Response Times to Citizen Concerns
Streamlined processes allowed CityGov to respond to feedback more quickly, increasing trust and satisfaction among residents.
Final Thoughts
Through its partnership with EonPath, CityGov has made strides in becoming a more citizen-centric organization, demonstrating that listening to the Voice of the Customer in the public sector can lead to tangible, impactful improvements in service delivery.
* We take our clients' confidentiality seriously. While we've changed their names, the results are real.
