Customer Service Transformation

Customer Service Transformation

Pennsylvania state government is committed to serving the citizens of our commonwealth. In the 21st century, that means providing easy-to-use services and support online, by phone, in person, and through other emerging technologies.

The private sector has used technology to improve customer experiences. Our customers, the citizens of Pennsylvania, want the same level of convenience and service from government. It’s time that we do something different and better.

First, we need to continue laying the groundwork for digital transformation in government. Second, we need to provide better customer service for the PA citizens no matter how they interact with the commonwealth.

We are sharing our goals and objectives for improving customer experience to strike out our path forward.

Goal #1: Create a seamless online experience

  • Merge content and services into a single online experience.
  • Introduce a single user login for online services.
  • Introduce consistent look and feel.
  • Move more government services online.

Goal #2: Create a one-stop customer service experience

  • Enable citizens to get help with any issue through one point of contact.
  • Ensure citizens receive the same level of assistance online, on the phone, or in person.
  • Modernize payment transactions.

Goal #3: Measure and utilize constituent feedback

  • Monitor customer experience and satisfaction.
  • Use real-time customer data to improve support.
  • Use customer feedback to improve online content and services.

Goal #4: Impose standards for quality and functionality

  • Mandate accessibility.
  • Communicate simply and clearly.
  • Design for the technology our citizens are using.

Goal #5: Support a transformational culture

  • Create an office to direct transformation.
  • Educate stakeholders.
  • Resolve statutory roadblocks.

Goal #6: Enable data access and expand data sharing

  • Standardize and centralize user data to enable a seamless online profile experience.
  • Enhance cyber security capabilities and privacy policies for protecting and sharing information.
  • Share customer service data.

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