by Lauren Sallata, Vice President, Xerox Public Sector
As we approach the final days of 2015, it’s important to reflect on some of the hot topics and events that shaped the last year. Taking the time to look back gives perspective, an opportunity to celebrate successes and identify areas of focus for the coming year.
Perhaps even more than in previous years, innovation played a huge role in 2015. The growth of smart, connected devices had a major impact on every aspect of our lives – personal, professional and even the smart cities we live in. With so many connected devices, there has been an explosion of data that is only going to grow in the years ahead.
Yes, 2015 was definitely the year of data, from harnessing data to make our work better to protecting it from the growing number of cyber threats that impacted every industry. The profusion of data was (and still is) on everyone’s mind and as a result of the shift, we explored the evolving role of Chief Data Officers in government and analyzed the big opportunity that comes hand-in-hand with big data in the public sector.
We saw a huge transformation in the workforce with an influx in younger generation employees and baby boomers no longer dominating the labor pool. In fact, a new study by the Pew Research Center said that millennials surpassed Gen Xers to become the largest generation in the U.S. labor force in May 2015. This revolution has government agencies thinking about how they can hire and empower the next generation of government leadership. Like every new generation entering the workforce there are best practices for recruiting and investing in tomorrow’s leaders.
Additionally, business and government processes are transforming thanks to technological advancements. Digital transformation and mobile technology are helping companies and agencies serve citizens better and break down communication barriers. It isn’t just one or two industries; everyone must find ways to evolve with the times or risk falling behind. We are seeing government programs like child support and WIC embracing this digital evolution by introducing new, digital processes like mobile payments and electronic benefits availability . Agencies are also taking advantage of the growth of mobile apps and using them to improve service to citizens. Even justice systems are jumping on the latest innovations to transform today’s court systems.
Customer care was another hot topic in 2015 for government. A report by the American Customer Satisfaction Index revealed that citizen satisfaction with federal customer service is at an all-time low. Throughout the year, many agencies have put a focus on improving customer service and using new tools like technology and a multi-channel approach to achieve higher customer satisfaction.
A hard focus on the constituent will continue into 2016 as well. In fact, analysts say that by 2020 customer experience will be the only differentiator, not price or product quality. With these high constituent expectations, we will continue to keep customer care a priority to help you meet and exceed the expectations of today’s citizen.
In everything we do, we’re dedicated to helping governments work better. In 2016, we’ll continue to help our clients find ways to transform business processes that increase efficiencies and decrease costs. Whether it’s walking you through policy changes, new mandates or bringing legacy systems up-to-date, we will be with you to turn these potential challenges into opportunities.
This has been a great year. We’re looking forward to continuing the trend and making a positive impact for our customers in 2016.