Digital Customer Experience Success Enhancements

This governmental platform supports millions of beneficiary journeys across multiple ministries. 

Situation -  Its governance framework and instruments required stronger alignment, with better integration of processes, systems, people, and data. The scope focused on four dimensions critical to customer success: the customer experience value chain, technologies and AI-driven data, and customer satisfaction management.

Solution - We began with a comprehensive 360° assessment of each dimension, followed by international benchmarking and a root-cause analysis of issues and bottlenecks. We then defined the future-state design, outlining a strategic roadmap, tactical initiatives, and operational quick wins. Throughout the program, we worked closely with internal stakeholders and external partners to strengthen processes, systems, and customer experiences at both tactical and operational levels.  

eMs Contribution - Within 13 months, the platform advanced from top 15 to top 5 on the governmental digital index. Over 160 organization-wide issues were identified, with 130+ resolved at operational and tactical levels, driving a 12+ point increase in customer satisfaction. We assessed 11 services across 24 journeys and 4 life cycle phases, generating 130+ insights across CSAT, CX, complaints, and technology. The engagement resulted in a comprehensive Digital Transformation plan addressing eight key dimensions