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Improved the platform's position from 15 to top 5 on the governmental digital maturity index in 18 months
Improved the platform's position from 15 to top 5 on the governmental digital maturity index in 18 months
Over 130 operational and tactical issues identified and resolved
Over 130 operational and tactical issues identified and resolved
Delivered a comprehensive Digital Transformation Strategy plan covering eight Digital Transformation dimensions
Delivered a comprehensive Digital Transformation Strategy plan covering eight Digital Transformation dimensions
Eleven services across 24 journeys and 4 life cycle phases assessing 130+ insights across CSAT, CX, complaints, and technology
Eleven services across 24 journeys and 4 life cycle phases assessing 130+ insights across CSAT, CX, complaints, and technology
This governmental platform supports millions of beneficiary journeys across multiple ministries.
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 18 months, the platform advanced from top 15 to top 5 on the governmental digital index
Two comprehensive DXMI assessment results evaluations, identifying over 30 identified cross-cutting challenges related to DT and DXMI
Over 160 organization-wide issues were identified, with 130+ resolved at operational and tactical levels, driving a 12+ point increase in customer satisfaction
Eleven services across 24 journeys and 4 life cycle phases assessing 130+ insights across CSAT, CX, complaints, and technology
A comprehensive Digital Transformation plan addressing eight key dimensions, addressing 20 operational actions, 18 tactical actions, and 20 strategic initiatives aligned with the DT aspirations
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