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CX and Touchpoints FAQs
- Will my data submitted to Touchpoints be automatically visible to the public?
No. Submissions can be exported for a quarterly reporting window. Submissions data is still reported to OMB, before data is published to performance.gov.
- Will I be able to see my A-11 form submission data before it’s released to OMB?
Yes. Submissions are managed by Service Managers. Data is meant to be reviewed and applied toward the responsiveness of your service. A manual “certification” or approval step will be required before taking advantage of easy CX reporting to performance.gov.
- What organization approvals do I need to start using Touchpoints?
Terms (TODO add link)
- Can you tell me more about the product?
- How long does it take to start collecting customer feedback using Touchpoints?
Create a Form in a few minutes. Forms require PRA approval. Forms have varying PRA lifecycles.
.gov employees can use the Demo Environment today.
- Can we use Touchpoints with email or our Agency's CRM?
Yes, a URL for a Form can be shared via existing email and CRM-type systems.
- Can we use Touchpoints on our website?
Touchpoints can be embedded on your website. See Delivery Options for more details.
- Can we use Touchpoints if we don’t have any customer experience staff or IT resources?
The Feedback Program can help. Get in touch.
- Can Touchpoints be integrated into our live chat function on our website?
Yes, a Form can be linked to; include the public Touchpoints URL.
- How do you identify new services when your agency has a congressionally mandated and focused Charter?
- How do you assign service design ownership (reporting structure for teams?)
- How do you decide between prototypes?
- How to find employees w/ both technical program skills and CX skills?
- How to have cross-functional teams if you have legally mandated silos for different customer functions?
- How do you manage competing goals across cross functional teams?
- What is the difference between and relationship of a product owner (agile) and a service owner (service design)?
- Do you need both a product owner and a service owner? and if so are they different resources or can one set of people serve both roles?
- Pros and Cons to establishing a central CX Office? What models for distributed CX responsibility exist Especially when a single role isn’t viable due to multiple programs, radically different user bases etc?
- How to maintain/fund a cross functional team for CX after a service launches and transitions to OTM?
- How do you deal w/ abandonment risks for long-term projects (champion moves on / retires)?
- How do get cross functional teams to speak the same language?
- How do you change the culture so that employees become engage and believe that they input will make change
- How do you gain buy-in for prototyping in a risk averse culture?
- How do you involve customers in service design?
- How to comply efficiently with PRA and other privacy restrictions?
- How to approach customer segmentation?
- How to take output measures and turn them into outcome measures that connect to the mission statement?
- Institutionalization of CX function
- Employee training (CX mindset, agile)
- Service Design
- Prioritization of projects and scoring strategies/mechanisms
- Iterative improvement cycles
- How to develop an appetite in senior leadership for CX
- Metrics - How to go beyond vanity metrics with hostile leadership and privacy concerns AND a lack of time, money, and resources
- Strategies to collect data (i.e. survey methodology) Benchmarking or KPIs
- Aggregating data across department(s)
- Difference between Customer Experience and Employee Experience