Dorris Consulting International: Transforming Government Services for Better Citizen Experience

Customer experience (CX) is gaining importance in every sector, including the government. With the type of experiences being offered by private corporations today, the public is starting to expect the same from their governments. However, with the challenges that the government has faced in terms of prioritizing service delivery, scale, organizational silos, data sharing, authentication, and others, it’s been difficult to meet many of the public’s expectations. To achieve quality results, the government must start by putting themselves in their citizens’ shoes, understand their journeys as they access services, and determine whether the customer satisfaction and if they are solving their problem. “My experience in the government space has enriched me in terms of understanding the complexities of customer experience management from an analytical standpoint to understanding what’s important to people who use government services,” says Martha Dorris, Founder & CEO at DCI, a wholly woman owned CX consulting agency, that specializes in all aspects of customer experience in including strategic consulting, voice of the customer, contact centers, and communications and marketing.

Having previously worked at the U.S. General Services Administration (GSA) for over three decades, Martha Dorris has encouraged the government to embrace customer experience methodologies, disciplines, and strategies to build a holistic view of their customer expectations. She has also been helping companies that work in the government space to understand the government’s priorities and incentives while assisting agencies to embrace the need to improve the services they deliver.

Driven by Martha Dorris’ extensive expertise in the government and private sector, DCI is constantly working to improve how the public interacts with and accesses information and services from the federal government. DCI is supporting companies that specialize in all aspects of customer experience (CX), from strategic consulting, to understanding their customers, to implementing technologies that improve customer experience to communications and marketing. Further, DCI supports the exchange of best practices between government and industry through a CX Community of Interest (CoI); the transfer of knowledge and experience from the government to government, industry to government and between the United States and other national governments; and the continuation of CX knowledge transfer through training and education.