What better way to celebrate National Customer Service Week (NCSW) than by announcing GovMetric’s new partnerships with like-minded organisations to enhance and better understand citizen experiences? As the saying goes, everything that comes in threes is perfect.
Today, I’m excited to introduce three key partnerships that GovMetric is launching this week.
First, we are partnering with NEC, a leader in bringing a human touch to public service technology. NEC supports hundreds of organisations in the UK and globally. Through our collaboration, GovMetric is empowering NEC’s customers—public sector organisations—to gather feedback from citizens using NEC’s digital Revenues and Benefits platform, Citizen Access. By tightly integrating with Citizen Access, GovMetric’s CX solution enables councils to capture citizen feedback at any stage of their journey and:
Understand citizens’ perceptions of their digital experience.
Identify which journeys are successful and which need improvement.
Visualise key areas of focus through reporting and AI-generated sentiment summaries.
Receive proactive alerts if recurring challenges are affecting citizens.
Compare and contrast feedback across different service delivery channels, thus enhancing strategic decision-making.
We’re thrilled with the seamless integration we’ve achieved with NEC and will be showcasing it tomorrow, October 8th, at the IRRV Annual Conference in Telford on the NEC stand at 2:40 pm. We hope to see you there!
Next up, we’re excited to partner with Jadu, known for providing accessible public services through their award-winning websites, forms, CRM, and portal solutions. These tools empower citizens to self-serve and improve their overall experience.
With a shared focus on the Citizen eXperience Management (CXM) space in the public sector, GovMetric and Jadu have collaborated to help councils better understand the citizen experiences shaped by Jadu’s digital solutions. This partnership enables councils to make informed decisions based on real-time feedback gathered at any stage of the citizen journey.
We’ve also created a public sector first—a unique integration with Jadu that allows councils to capture feedback during different stages of the citizen experience. When feedback is collected while making a request, we can instantly (when appropriate) create a case in Jadu Connect. Plus, to close the loop the instant the Jadu Connect case is closed we can, through WhatsApp or SMS, send a request to understand their experience once the case is resolved.
By connecting the dots across the citizen experience and seamlessly integrating with the digital capabilities councils already use, such as Jadu, we’re streamlining the process of enhancing citizen interactions.
Don’t miss the chance to learn more at Jadu Academy, which also takes place this week. We look forward to seeing you there!
Last but certainly not least, we’re partnering with LocalGovDrupal, a platform dedicated to improving digital experiences for citizens, enhancing service outcomes, and helping councils save money. As the only provider dedicated to cross-channel Citizen eXperience data capture, GovMetric is collaborating with LocalGovDrupal to shape what a Citizen eXperience Data Standard for the public sector could look like. Our goal is for this standard to be co-developed and adopted by all CMS suppliers and our partners.
The data standard will create a framework for transferring Citizen eXperience, volumetric, and AI-derived data between public sector systems. For CMS platforms like LocalGovDrupal, this integration means they will be able to leverage GovMetric’s CX data to provide added value, such as:
A single dashboard view showing which content/web pages/forms have the highest and lowest feedback ratings for more focused content reviews.
A page-level view displaying average feedback scores and actual feedback from citizens.
A cross-channel service feedback dashboard to compare web performance with other service channels.
Sentiment ratings and AI-generated summaries of content performance.
The ability to publish citizen experience data on public web pages to foster transparency and accountability.
This is just the beginning—the potential for data exchange between systems is enormous. We will share the proposed standard publicly this autumn and encourage feedback from all stakeholders.
These three partnerships collectively give nearly every local authority a significant advantage in delivering value to their citizens through effective Citizen eXperiences.
We have a huge amount of activity for NCSW this week and I’d encourage you to join in. There is a particularly awesome webinar with Staffordshire County Council tomorrow (8th October) at 10am.
John McMahon is the Managing Director of GovMetric, home of the leading Citizen Experience Management solution for the public sector.
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