Federal and state government agencies choose Qualtrics to transform the customer and employee experience

PROVO, Utah and SEATTLE–(BUSINESS WIRE)–Qualtrics (Nasdaq: XM), the leader and creator of the experience management category, today announced its largest government quarter yet with dozens of U.S. government agencies, including the Centers for Medicare & Medicaid Services, the National Science Foundation, the U.S. Department of State, and the U.S. Environmental Protection Agency selected Qualtrics solutions in Q3 2022. Embracing technology to better understand at the Both residents’ experiences with their government and the experience of the government workforce, these agencies are innovating and leading the transformation of government services to better serve the public.

“There is no improvement in trust in government without governments investing in technology to modernize and better serve residents,” said Dr Sydney Heimbrock, senior industry adviser for government at Qualtrics. “Inclusive and accessible digital access to government services must be rooted in human-centered design, and it depends on hearing and understanding as many resident voices as possible on every available channel. We want we all feel seen and heard, and the Qualtrics platform enables this in an efficient and scalable way.

President Biden’s Executive Order on Transforming the Federal Customer Experience and Service Delivery to Restore Trust in Government has prompted an unprecedented level of attention and resources to improve digital services to residents. Qualtrics CustomerXM™ (CX) solutions enable real-time experience insights, capturing feedback wherever it is shared and initiating actions to improve experiences before they impact services and trust in government. At the same time, people deliver government services and it is widely accepted that providing an effective customer experience requires creating a positive employee experience. Qualtrics EmployeeXM™ (EX™) solutions — developed by industrial and organizational psychologists using rigorous scientific methods — empower leaders to manage experiences across the employee lifecycle, delivering recruiting results, engagement and retention that build healthy government organizations.

In Q3, the following government organizations chose Qualtrics to transform their approach to experience management and deliver essential government services designed to better serve all residents:

One of the biggest consumers of citizen data, the United States Census Bureau expanded its DesignXM program with additional capabilities to support its high frequency, rapid response and panel management initiatives, as well as to support employee engagement and retention research. Stronger engagement with employees and external audiences will help Census better understand the impact of the economy, employment, health, and education on the country and residents.

The state of missouri selected Qualtrics for its statewide modernization program to improve the customer experience of its more than 6 million citizens. To better serve its residents and business partners, state agencies will implement Qualtrics to collect feedback at key service times across physical and digital channels, including on government websites, through QR codes, and on tablet kiosks in service offices. The goal is to streamline the collection and analysis of state customer experience data across all executive agencies on the Qualtrics XM platform, with agency-level insights and recommended actions that will be fed to a dashboard at the state level.

More than 3 million inhabitants interact with the Utah State 23 public bodies each year. To improve their experiences, Utah expanded its relationship with Qualtrics to create a customer experience vision that focuses on ease of use, consistent service, and ultimately building trust with voters. Utah’s Department of Alcohol and Beverage Services was an early adopter of experience management because leaders knew that to transform its stores and programs around exceptional experiences and responsive service, it needed to inspire customers to learn how to improve and empower staff to solve the experience. shortcomings. With a “no wrong door” approach to getting feedback from Utahns, however they choose to reach out, the state is ensuring residents will be able to get the help they seek.

About Qualtrics XM™ for Government

Qualtrics helps government organizations design experiences that build public trust and foster community engagement by putting people at the center of every government experience. As the most comprehensive platform for strategic experience management, Qualtrics enables government organizations to collect feedback on every touchpoint and journey, streamline workflows, and automate actions to improve in permanently the experience of communities and employees. Its unparalleled ability to capture unsolicited feedback and create segments based on real experiences helps government agencies design more inclusive and effective services, programs and policies. Qualtrics is the only ISO 27001, FedRAMP-compliant, and HITRUST-certified experience management platform on the market, so organizations can collect and analyze data with confidence knowing that sensitive information is secure. The solutions are used by more than 350 state, provincial and local government organizations and 90 federal offices to harness the power of resident and employee sentiment to shape policies and deliver services the public needs most. To learn more, visit qualtrics.com/government.

About Qualtrics

Qualtrics, the leader and creator of the experience management category, is changing the way organizations manage and improve the four fundamental experiences of business: customer, employee, product, and brand. More than 16,750 organizations around the world use Qualtrics to listen, understand and act on experiential data (X-data™) – the beliefs, emotions and intentions that tell you why things happen and what happens. have to do about it. The Qualtrics XM Platform is an actionable system that helps companies attract customers who stay longer and buy more, engage employees who create a positive culture, develop breakthrough products people love, and create a brand they are passionate about. To learn more, visit qualtrics.com.

Ashley C. Reynolds