How can government and public services connect Citizen Experience Excellence to lower costs and improve citizen satisfaction?
Government and public service organisations have an enormous challenge; simultaneously delivering large scale effective, efficient services for all alongside individualised experiences for each.
Based on 14 years of leading the world’s largest customer experience benchmark, the 3rd annual KPMG UK Citizen Experience Excellence Report offers government and public services unique insights to meet citizen expectations.
In 2024, as citizen acceptance of digital channels reaches a tipping point, there’s unprecedented opportunity to leverage technology for cost reduction and enhanced citizen satisfaction.
Despite significant efforts and investments in technology in that there has been little improvement in public services productivity since 2021.
By examining the gap between citizen expectations and experiences, we provide a crucial view for public services leaders on how to deliver real human value, at low cost, building trust in the process.
Whilst human interaction will always remain critical in public services, citizens are also crying out for substantially improved simple, seamless digital experiences
Jo Thomson
Partner,
IGH Customer Transformation,
KPMG in the UK
Download the 2024 Citizen Experience Excellence Report
We’ve surveyed citizens from 12 UK regions and had over 55,000 survey responses with over 8,500 detailed verbatim comments. This is our 3rd year of collating the Citizen Experience Excellence report underpinned by the Six Pillars of Customer Experience – grounded in 14 years of research, 40 global markets and 4,000 brands evaluated globally.
In this report you will learn about:
- Cost vs value: where are the biggest opportunities to innovate and improve?
- Best practice: how are organisations already embracing the digital citizen successfully?
- Proven pathways: how can we achieve accelerated progress that delivers for citizens?
The Six Pillars
For the last 14 years, we’ve looked at how the world’s best organisations connect customer experience excellence to lower costs and faster growth. The Six Pillars of experience excellence have been repeatedly established as the universal set of emotional qualities. They define every outstanding customer experience which can create loyalty and drive growth. More relevant than ever, these pillars are providing businesses with an essential way to navigate the coming change.
Organisations that understand and deliver against The Six Pillars have always showcased enhanced outcomes, quick growth and greater shareholder value. Flip the cards below to find out more.
Integrity
Being trustworthy and engendering trust
Resolution
Turning a poor experience into a great one
Expectations
Managing, meeting, and exceeding citizen expectations
Time and Effort
Minimising citizen effort and creation frictionless processes
Personalisation
Using individualised attention to drive an emotional connection
Empathy
Achieving an understanding of the customer’s circumstances to drive deep rapport
2024/25 Customer Experience Excellence report
This year marks the 15th anniversary of our Customer Experience Excellence (CEE) research in the UK. Building on last year's study, “Say hello to your new AI colleague”, this report examines the transformative role of digital and AI technologies in reshaping customer experience. Explore how these technologies can be designed to connect emotionally with customers, build trust, and create a new era of cost-effective, AI-enabled CX.
Click here to read it nowTop level findings for wider government and public sector
Download summary here
If this is the demand, what does supply look like?
The uncertain reality of digital transformation within the UK public sector
We commissioned independent research with Forrester to understand the current state of digital maturity within UK public sector organisations and understand how the supply can meet the change in citizen demand.
