SEPTEMBER 20248GOVERNMENT CIO OUTLOOKIN MYOPINIONAlex Hempton, Deputy Director - Technology & Innovation, Performance & Analytics Department, City of San DiegoByotholes are obvious problems that need to be fixed. They are easy to spot and identify when a repair is needed. On the other hand, poor customer experiences (CX) can be more dangerous because they can hide in plain sight. A convoluted process might lurk under a shiny web page, or a poor word choice might generate hundreds of phone calls from confused people. There's good news: People know when a service works or is broken and are eager to tell you about it.We've all experienced good and bad customer service: maybe your flight was canceled, and you were automatically booked on another one. (Your airline made an intentional effort to make this work!) On the flip side, perhaps your flight was canceled, and you had to navigate a dysfunctional system. (Clearly, there's been a lack of investment in CX!) It's easy to see when an organization has put people's needs first ­ and when they haven't been factored into the design. This same principle can be applied to the public sector ­ prioritizing people at all service design and development steps maximizes PBEFORE YOU FILL ANOTHER POTHOLE, INVEST IN CUSTOMER EXPERIENCE (CX) Alex Hempton
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