Event Recap: Improving Public Sector Customer Experience
Employees within the federal government are experiencing extreme change and tremendous uncertainty. These facts are clear. What is less clear is how to address change and perform effectively under these circumstances. Given that “70% of change efforts fail” (McKinsey), as cited by Donald Bauer at the State Dept., what are ways that the remaining 30% are being successful? One way agencies can continue to deliver exceptional service is with the use of AI tools, such as Microsoft 365’s Copilot.
Wole Moses, Chief AI Officer with Microsoft’s Federal Civilian team maintains that “what makes Microsoft 365 Copilot different is that it functions as a digital personal assistant” that is “built upon your business data that lives in your Microsoft 365.” The system not only allows employees to have a customized experience, but it also allows them to have a personalized one. In addition to AI, agencies can implement a number of other human-centered practices, which are covered in the topics listed below:
- “The Clean Energy of Getting Things Done” and Robert Green’s 48 Laws of Power
- The value of social capital
- How to choose your “battles” and practice strategic patience and presence
- How to manage disagreements and change
- Advice to agencies on how to address rumors
- Practical strategies for public sector professionals around change
- How to find agency expertise on M365 AI Copilot skills
- How Microsoft ensures AI assistants comply with federal security and compliance requirements
- Case Study: How Knoxville Center for Service Innovation’s call center handles CX
- Tips on creating an agile call center
- Advise for federal sector on uncertainty and change