#IncludeEveryone: 5 Agencies battling for #DIAA2019 Best Digital Customer Experience for Utilities and Government Services Accolade.
In our review for #DIAA2019 Best Digital Customer Experience in Financial Services, Telecom and IT Sectors, we gave an elaborate definition for Customer Experience.
Liferay – a digital experience software/platform defines Digital Customer Experience as the sum of digital interactions between a customer and a company and the resulting impression that a customer walks away with.
“The broad umbrella of customer experience (CX) can cover anything from traditional customer service channels to new digital interfaces that people use to interact with companies. Digital customer experience (DCX) focuses on the latter, including both front-end services and back-office process optimization that ultimately benefits customers.”
The nominees for #DIAA2019 Best Digital Customer Experience for Utilities and Government Services are KCCA, NSSF, NWSC, UMEME and URA.
All the 5 agencies serve millions of Ugandans. As such, they interface with their clients both old and new daily.
Nonetheless, for the benefit of this review, our focus is on Digital Customer Experience that is enabled by mobile devices, computers and the internet. We seek to establish, how available are these agencies for their customers, how long do they take to respond to queries and questions, how often and timely do they update their customers on matters affecting service delivery and what innovations have they introduced to serve their stakeholders better. Such innovations may include better use of social media platforms, and mobile apps among others.
All the nominees were early adopters of digital customer experience and continue to improve as technologies change.
To fully understand how they are faring, our team which actually consumes all their services engaged them to assess response time, response quality, response personalization and general interaction.
To start with, their mobile lines are accessible with a caller taking an average of 3 minutes to speak to a customer support person.
Secondly, they have also introduced self-service options that help resolve minor and direct queries.
Thirdly, they are responsive on social media and email. When queries were sent out, the first responses were received within 5 minutes while the last one came through after about 5 hours.
The overall winner for Best Digital Customer Experience for Utilities and Government Services will be determined by a Jury/Research Panel assessment and public survey/vote.
Under the theme #IncludeEveryone, Digital Impact Awards Africa is a platform that promotes Digital Inclusion, Financial Inclusion and Cybersecurity. Precisely; the Awards seek to recognize, celebrate and appreciate different individuals and organizations that are spearheading the use of digital mediums to better serve their communities.
HiPipo looks forward to host all the nominees and other players come 20th September 2019 at Kampala Mestil Hotel. Contact the #DIAA2019 team to book your attendance package Standard ($1,595) for awards attendance Or Corporate ($3,450), Corporate Branded ($5,200) that will give you access to Include Everyone – Digital and Financial Inclusion Summit and Panel discussions with Digital Leaders.