The government works for us in many ways. But it works best when agencies follow basic customer experience (CX) protocols.
Most Asian Americans View Their Ancestral Homelands Favorably, Except Chinese Americans – Pew Research
We were greeted at the teller window by a lovely and helpful city employee who pulled up my mom’s account. “Oh wonderful, I see you receive real estate tax relief, that means you get free trash collection!” Well hooray! Despite having to schlep my mom downtown, I learned something new that was not available on the website: because she receives some property tax relief due to her age and fixed income, she was eligible for what the city believes is “free trash collection.
As it turns out, because my mom qualifies for property tax relief, she also qualifies to receive either 24 trash stickers every 6 months or a free decal for a 32-gallon trash can. The problem? Mom has a 64-gallon can. We went about three rounds of attempting to use the “free trash collection” offering before we finally gave up.My guess is that the good folks from my beloved hometown meant well—but didn’t perform user research or conduct any journey mapping to make sure that the service that they’re excited about offering is actually effective.
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