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News : HighPoint Global Announces CX Maturity Model and Assessment Tool
Reston, VA, USA, April 11, 2016 -- HighPoint Global, the citizen experience company announced the availability of an online tool designed for government agencies to assess the state of their citizen-facing support services.
The assessment is based on HighPoint's Citizen Experience Maturity Model, which looks at the different attributes of organizations with a strong customer focus. The model's steps are a logical progression toward a fully citizen-centric approach to communication and interaction from ad hoc to understanding to optimization to integration to transformation and finally connection.
The Maturity Assessment tool is available online and was designed to help federal agencies improve how they interact with citizens as part of the White House's cross-agency priority on Customer Service.
"From increasing self-service through mobile apps to better data sharing to retraining customer service employees, agencies are making strides in changing the way the government interacts with citizens," said HighPoint Chief Strategy Officer, Abby Herriman. "However, in spite of this effort, many agencies feel the need to understand if their changes are the right ones and how they will impact citizen satisfaction. We developed this tool as a way to measure where an agency is today and suggest the most efficient path forward for impact on the citizen experience."
The Maturity Assessment tool is comprised of 45 survey questions that cover all aspects of a robust citizen experience (CX) program. The assessment takes approximately 25 to 30 minutes to complete. The resulting report includes details on the area of greatest progress and an overall CX maturity score. This report also identifies areas of opportunity and provides data points to launch crucial conversations for implementing a better customer experience.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Customer Satisfaction
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About HighPoint Global:
As the citizen experience companyTM, HighPoint Global helps government agencies elevate the citizen experienceTM. With training, content development, contact center optimization, IT and quality assurance services, we help the government more effectively communicate with citizens. HighPoint is a privately held company founded in 2006 and headquartered in Indianapolis with offices in Baltimore, Maryland and Reston, Virginia. HighPoint has been recognized by Inc. Magazine Top 500 Fastest Growing Private Companies in America, Forbes Most Promising Companies, and The Washington Technology Magazine.
Published: Tuesday, April 12, 2016