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Statewide CX program offers tools, polling results show agencies prioritize service delivery
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Summary
State agency leaders heard a presentation on customer experience strategy and free statewide tools; a live poll showed attendees rank service delivery/completion as the top priority. The Division of Technology Services offered dashboards, surveys, and a CX support team (cx@utah.gov).
JJ Acker opened a statewide online session on government customer experience (CX), saying agencies can improve trust and reduce costs by designing services around customers’ journeys rather than only resolving problems as they arise. "Satisfied customers are our friends," Acker said as she urged leaders to focus on the most impactful journey steps.
Acker cited national and private-sector research to frame the case for CX. She referenced polling that shows trust in government is at multidecade lows and described studies from Qualtrics and McKinsey and Company linking better CX to higher citizen trust, lower cost to serve and greater mission delivery. To illustrate priorities, Acker ran several quick polls of attendees: in one, attendees ranked “service delivery/completion” highest (44 votes in a results display), and subsequent polls showed completion/outcome tallies (17 in one and 43 in another), which she used to emphasize focusing on critical touch points.
Acker outlined a simple CX playbook agencies can use: identify customer populations, map their journeys, measure satisfaction and importance for each step, redesign services to target the highest-impact steps, reward behaviors that advance CX, and provide structural support (policies, staffing and procedures) so improvements stick. She recommended rapid prototyping—small redesigns, digital plug-ins or job aids—and said agencies should prioritize fixes with the greatest impact rather than pursuing many low-value changes.
Lou Schenk, manager of the statewide customer experience program in the Division of Technology Services, described three pillars the state has built to support agencies: a "listening engine" that aggregates surveys and feedback into a central dashboard; a "service engine" that helps customers self-serve and creates tickets when people request help; and an "improvements engine" to document and track implemented fixes. "We call that our listening engine," Schenk said, explaining how surveys on websites and after call-center interactions feed a statewide dataset and dashboard for agencies.
Schenk said agencies have designated CX representatives (typically at the deputy-director level), tactical CX champions, and CX councils that can be contacted for help. The statewide CX team can provision dashboard access, run targeted user tests and share no-cost tools and licenses. Agencies and staff seeking assistance can contact the team at cx@utah.gov; Schenk said she would drop the slide deck and resource links in the meeting chat and follow up on individual questions.
The session closed with Acker reiterating that CX strategies can move public trust when agencies measure the right steps and act on high-impact fixes. She thanked Schenk and attendees and said resources and follow-up would be available in the chat.
