Customer experience based organisational governance in the public sector

Important results from the project

The project has lacked the ability to follow the same improvement. 2. The project has not been able to follow the customer and thus failed to demonstrate the impact of customer participation. 3. All process steps have not been implemented as the business has not been followed up. 4. The project has been able to raise expectations among employees on the methodology of especially increased employee experience

Expected long term effects

The aim of the project was to develop, adapt and refine a customer-centric approach and process for continuously capturing customers´ real experience of an organization and its services in the public sector. Target set was to create: 1. increased confidence in the system of Social Insurance and the Swedish Social Security Agency. - An improved customer experience with increased customer involvement - An increase in productivity and operational efficiency - An enhanced employee experience with more commitment.

Approach and implementation

1. The project has lacked the ability to follow the same improvement. 2. The project has not been able to follow the customer and thus failed to demonstrate the impact of customer participation. 3. All process steps have not been implemented as the business has not been followed up. 4. The project has been able to raise expectations among employees on the methodology of especially increased employee experience