Customer-centricity in the public sector

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What does a customer-centered organization look like? It's an organization that considers the customer in everything it does, from procurement to deployment to the entire customer experience. It also speaks to its customers in their own language and makes it easy for them to align their goals with the mission at hand.


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For P&C and life insurance companies, growth options are limited. One promising strategy: put customers at the center of your business model.

Going from Customer to Consumer
Based on Office of Management and Budget (OMB) Memorandum M-13-08, many federal agencies are navigating the Federal Agency Migration Evaluation (FAME) process. In weighing provider options and putting shared services strategies in place, leaders face a variety of challenges. Can they capitalize on the experiences of other agencies and make sure their organizations are adhering to leading practices? Are they able to help their teams see a migration as an opportunity and not just another mandatory change? Most importantly, how can they be certain they are not simply purchasing services, but are using them to the fullest extent possible to operate efficiently and effectively?

Message Testing in the Public Sector
Many government agency executives have important messages to deliver, and the success of their communications is crucial to the agency’s success. Senior executives need to deliver effective mass communications to the agency employees, concerned citizens, and other stakeholders while maintaining impeccable standards that live up to the ever increasing scrutiny of today’s communications environment. There are empirical methods that drive successful communications which agencies can seek out now.

Building a Customer-Centric Shared Service
In pursuing customer-centricity, Federal Shared Service Providers (FSSPs) are different than commercial enterprises in that the primary focus may not actually be happy customers. Federal customers are unique as they cannot easily switch FSSPs once on-boarded. Learning as much as possible about customers and how they interact with an FSSP’s services to make the overall operation and use of available technology more efficient is the primary objective. FSSPs want to transport what they know about one customer to the others in an efficient manner, and learn to anticipate customers’ needs before they state them, to save time and effort in operations - which in so doing, will also yield greater customer satisfaction.


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Karen Wilson
Principal, PwC US
Tel: +1 (703) 610 7546

Jennifer Melchior
Director, PwC US
Tel: +1 (703) 918 1289

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