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  • A PRIME MINISTER OFFICE IN GCC

A Prime Minister Office in GCC

Embedding a customer first mindset in government departments through customer experience strategy training

The executive office of a government within the GCC region wanted all departments to offer world-leading customer service. KGC was engaged to design and deliver a customer experience strategy and training programs to achieve this goal.

The Challenge
Putting the customer first

The challenge was to deliver public services easily and consistently, and via personal interaction, if preferred by the citizen. However, there were numerous ministries and government departments with their own service delivery model. This included many good examples of best practice that should be retained.

A standard customer journey map for all departments was required. Each department’s leadership needed standard guidance on how to create and manage customer service centers according to the new model. With many government departments participating, the entire framework had to be both scalable and flexible.

To scale the customer service model, thousands of managers would need to undergo training, which meant including a train the trainer (T3) element. To be flexible enough to suit different departments, managers would also need to buy into the model and understand how it can be adjusted to meet their specific customer needs, while being consistent across various government bodies.

The Solution
Delivering a learning solution based on the customer experience

KGC’s six-phase consultative approach is rigorous, customizable and considers such a challenge from all angles.

During the strategy formulation phase, we worked with the government’s executive office to identify customer satisfaction objectives for all the ministries and government entities that participated before we created a performance and competency framework design.

We developed and delivered a comprehensive learning solution on customer happiness and digital design thinking based on the government’s strategy and related policies. In parallel, we worked closely with a cross-government group to build a scalable and flexible customer service model. Once finalized, we created a guidance manual for ‘managing my center’ and T3 program called ‘The 10 Commandments for Government Leaders’.

The Impact
A scalable and flexible customer satisfaction framework
Initially, over 60 leaders from different government entities attended the training program. They became certified to deliver the program to other customer center managers across the ministries and departments.

The outcome is a consistent customer service experience for all citizens who need to engage with their government. Customer experiences are measured, with the results fed back to the customer service center managers for learning and performance improvement.

The program was also delivered to delegations from both Egypt and Azerbaijan as part of knowledge and best practice sharing initiatives between countries.
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