Residents. Businesses. Visitors. Students. Employees. With so many stakeholders, local governments have more complex customer ecosystems than most businesses. This session will cover how governments can embark on a customer experience transformation journey, highlighting the benefits of strengthened public trust, improved compliance, diversified tax base, enhanced budget efficiency, and more. Takeaways:
Customer experience transformation can be broken into manageable phases, starting with a solid understanding of your current state and a vision for how you want to evolve.
There are multiple customer personas and touchpoints - physical and digital - that interact to comprise the holistic customer journey.
A roadmap helps you evolve from the inside out, building toward your vision with metrics that measure outcomes.
Heidi J. N. Leatherwood, CMC currently serves as the City Clerk for the City of Greeley since 2022 and enjoys the art of building teams and collaboration. She has served as a clerk in the Northern Colorado region over the last 10 years in cities such as Loveland, Boulder and the Town of Erie. She is inspired daily by witnessing leadership principles, emotional intelligence and kindness in action.
Kara Shuler leads Slalom’s Public & Social Impact industry for clients in federal, state, local government, education, and non-profits along the mountain west corridor from New Mexico, through Colorado, and up to Wyoming. Her high-impact teams deliver projects spanning strategy, design, policy, process, and technology. Her passion is improving the government experience, making a government by the people work for the people. She measures her and her clients' success with mission outcomes and customer satisfaction. Kara is also dedicated to Slalom's community investments, including pro bono dollars, volunteer hours, and social impact commitments. She serves as board co-chair for Colorado Youth Congress, a nonprofit that centers youth voices in conversations with social and political leadership in the state.
