State of Vermont : a case study on leadership and the link between customer and employee experience /
When the State of Vermont's Office of Professional Regulation moved its customer-facing licensing processes online, the agency's leader, Lauren, scored some early wins for improving customer and employee experiences with the agency. Previously, the agency's staff processed application...
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| Format: | eBook |
| Language: | English |
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London :
SAGE Publications: SAGE Business Cases Originals,
2023.
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| Series: | SAGE business cases.
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| Subjects: | |
| Online Access: | Connect to the full text of this electronic book |
| Summary: | When the State of Vermont's Office of Professional Regulation moved its customer-facing licensing processes online, the agency's leader, Lauren, scored some early wins for improving customer and employee experiences with the agency. Previously, the agency's staff processed applications for approximately 60,000 licensees per year by hand using a postal mail, paper-based procedure, and an outdated, on-premises computer system. Licensees, from tattooists to nurses--customers of the agency--sometimes waited weeks to receive their license, during which time they might be unable to legally work in Vermont. However, the new online licensing system had helped to reduce customer wait times from weeks to just minutes in some instances. Employees were elated to be working on customer cases in a paper-free setting. Now, with new, technology-assisted licensing processes fully underway, Lauren realized a new challenge: How could she keep a good thing going? Customer experience practices had been used to build a business case for funding the new system. But what should Lauren do now to ensure experiences stay on the right track? This case illuminates the link between employee and customer experience. Ultimately, the case encourages students to consider how they would expand on customer experience practices used in the initial stages of the project, such as governance and voice of the customer practices, to keep the agency's work on the right track for customers and employees. |
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| Physical Description: | 1 online resource. |
| ISBN: | 9781529617153 1529617154 |