GOVERNMENT:
THE CUSTOMER JOURNEY

“Customer satisfaction and customer feedback rating sitting at 97%, which has been maintained over the last 5 years.”

Victor Dominello, Minister of Customer Service

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GOVERNMENT: THE CUSTOMER JOURNEY

“The real time reporting capabilities of Q-Flow means we now have timely, accurate information upon which we can evaluate choices. We have the data to make informed decisions to keep improving our service to the public.”

Anton Dowling, Acting Branch Manager, Medicare

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A robust, real-time Customer Journey Optimisation platform with a proven track record (Q-Flow)

Experienced consultancy services to enhance the Customer Experience

Appointments Scheduling, Queue Management, Workflow Management, Self-Service Apps, Digital Signage

Ongoing support for successful implementation

Every customer interaction matters

NEXA’s Customer Journey solution for Government assist across Local Council, State and Federal Departments, to streamline their customers’ journeys and make every interaction matter.

Eliminating queues and wait times, reducing customer frustration

Real-time data for management transparency

Reporting and analytics for informed decision making

Improved resource management during peak periods

Customer Satisfaction and Feedback rating at 97%

Measures KPI’s and drives operational efficiency

NEXA’s Customer Journey solution for State and Federal Government

With NEXA, your organisation can manage every aspect of customer flow through your Service Centres, including client identification, routing according to individual information, skill-based routing, load balancing, customer feedback and much more.

“DoT have been passionate and motivated by the NEXA implementation into our business. It has lifted our professional image and has changed the way we meet, greet, serve and satisfy our customers.”

Gregg Whitehall, Metropolitan Business Centres Manager – WA Department of Transport (DoT)

“The magic behind SNSW is that we have the human interface on the frontline and really smart data behind the scenes.”

Victor Dominello, Minister of Customer Service

“We could not be happier with the NEXA solution and the positive impact it has had on our ability to serve our customers and their overall experience within our Service Centre.”

Tony Parkes, Customer Service Team Leader, Blacktown City Council

Government organisations we already partner with:

READ MORE CASE STUDIES

Find out today how we can streamline your customer journey.

BLOG: Read how NEXA helped the NSW government achieve a 97% Customer Satisfaction Rating (CSR) – here’s how… [READ MORE]

CASE STUDY: Read how Service NSW was able to put their customers’ needs first – increasing engagement and improving operational efficiencies to now have an average wait time of under 7 minutes. [DOWNLOAD NOW]

WHITE PAPER: Applying service design methodology can assist local councils in placing the experience goals of the customer and users at the centre of the design process to achieve the highest levels of customer satisfaction. [DOWNLOAD NOW]

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