Beyond Silos: A Blueprint for Better Government Services
What’s the problem?
Sometimes navigating services across different agencies (and even departments within one agency) can feel like traveling between entirely different worlds. This is a complicated but very real issue felt by citizens and agencies alike, better known as “siloing.”
Imagine a vendor wins a government contract and they come with their own unique set of tools, processes, and methodologies – great, right? While this might seem innovative, it often leads to lots of siloed systems. Over time, we end up with a mix of different tools and processes, each operating in isolation. And unfortunately, the result is compromised customer experience (CX).
The Consequences of Working in Silos
When government agencies operate in silos, systems and processes don’t communicate effectively. This can lead to repetitive tasks and workflows that can be delayed due to the lack of seamless integration between different systems. Government employees also have to learn and adapt to multiple tools and systems, which in turn takes valuable time and energy away from their primary responsibilities of serving their customers. This leads to decreased productivity and employee experience. Ultimately, this approach to service delivery hinders the ability of government agencies to provide seamless and efficient services to customers. This can result in frustration, inefficiency, and an undelightful overall customer experience.
Beyond the Silos
To improve CX, we have to work to break down the silos that increase efficiency. One potential step is appointing a dedicated CX leader whose job is to oversee the entire customer journey. This leader will identify pain points, opportunities for improvement, and drive consistency and efficiency across different agencies.
Another step is to standardize tools and processes. How do we do that? By adopting common platforms, such as those that are FedRAMP authorized, and methodologies, government agencies can eliminate redundancies, streamline operations, and improve data sharing. By creating cross-agency CX Centers of Excellences, the government can standardize processes.
Finally, investing in CX specific training is crucial to allow government employees to deliver excellent customer experiences to citizens or Agency staff. By giving staff the necessary skills and knowledge, we can adopt a customer-centric culture that prioritizes our customer’s needs.
A Brighter Future
By going beyond silos and embracing a collaborative approach, we can create a more efficient and customer-centric government. A unified CX strategy, standardized tools, and a well-trained workforce are key steps toward a better government.
About PBG
PBG Consulting is a women-owned, mission-obsessed Digital Consultancy supporting federal agencies with Strategy and Design and Digital Transformation. With a relentless commitment to quality and an innovation-first mindset, PBG serves government missions with passion, boldness, and grit. For more information, us at www.PBGconsult.com.
