Redefining Citizen Experience

Transforming a Public Service Center

2024

Client

Governmental Entity

Context:

The client aimed to elevate the customer experience by launching a service center that sets new standards, that goes beyond traditional operations, integrates seamlessly with digital platforms, and positions the organization as a benchmark for innovation and excellence.

The Challenge

The client aimed to create more than just a service center; it needed a physical space that:

  • Bridges physical and digital interactions seamlessly.

  • Delivers a human-centered, innovative and accessible experience.

  • Serves as a statement of the organization’s vision for the future of public services.

Objective

Design and implement a robust CX strategy that defines the future-state service experience, identifies CX opportunity areas, sets KPIs and SLAs, recommends best-in-class standards and technologies, and provides guidance on operational and workforce requirements.

My Role

I was part of the core team driving the transformation from insight to implementation. My contribution cover the full CX design lifestyle:

  • Conducted current-state assessment to uncover key experience pain points.

  • Benchmarked global best practices across service centers and innovations hubs.

  • Developed customer personas and journey maps covering multiple service types.

  • Facilitated co-design workshops to align stakeholders on the future-state vision.

  • Designed a phased implementation roadmap connecting strategy to execution.

Impact

Delivered a future-state service blueprint with a seamless omnichannel focus.

Defined clear CX standards, initiatives and rollout
timelines.

Positioned the service center as a model of innovation and public service excellence.

Reflection

Keeping stakeholders involved throughout the process was crucial to ensure the solution stayed aligned with the strategic vision and maintained a customer-centric focus. On a personal level, I strengthened my skills in facilitation and leading core deliverables, taking ownership of responsibilities from end to end.