Enhancing Citizen Experience: A Practical Guide to ISO18295 Certification and Digital Transformation in Public Service

Synopsis

In 'Enhancing Citizen Experience: A Practical Guide to ISO18295 Certification and Digital Transformation in Public Service,' Rosetta Carrington Lue provides a comprehensive roadmap for government officials and public service managers seeking to elevate customer experience. This book explores the principles and practical application of ISO18295 certification standards, offering actionable strategies to improve service quality, foster citizen trust, and navigate the complexities of digital transformation. Readers will gain insights into assessing and improving digital experiences, implementing effective feedback mechanisms, and building a culture of customer-centricity within their organizations. The book also features an AI Readiness Checklist for Contact Centers, equipping public service entities with the tools needed to harness artificial intelligence to improve contact center operations and enhance citizen interactions. This guide is an indispensable resource for anyone committed to delivering exceptional public services in the digital age.