Context
A government service quality authority sought to establish a centralized experience intelligence capability that could measure beneficiary experiences, monitor service performance, and support continuous improvement across public services.
Featured Work
Bayaan CXI
CXI Platform providing real-time measurement, reporting, and insights across beneficiary experience and service performance indicators.
GovernmentCX IntelligencePerformance MeasurementData Platform
Strategy
The strategy direction established an experience governance model that enables consistent measurement, transparent performance reporting, and continuous service improvement across government entities.
Solution
Created a centralized CXI platform that consolidates beneficiary feedback, service performance indicators, operational metrics, and experience insights into a unified environment for measurement, reporting, analysis, and continuous service improvement across government entities.
Approach
We introduced a collaborative delivery approach that engaged stakeholders across government entities to align measurement practices, validate experience indicators, and incrementally implement the experience intelligence capability.
Impact
The platform established a unified approach to measuring and managing beneficiary experiences, providing government entities with enhanced performance visibility, stronger accountability, and actionable insights to support continuous service improvement.
73%
Participating Entities
Entities onboarded and enabled to access beneficiary experiences reports
64
Improved Opportunities
Identified and prioritized improvement opportunities across beneficiary journeys.
49%
Performance Reporting
Increase in the availability and visibility of service performance reports.
50+
Improvement Initiatives
Service enhancement initiatives identified and tracked through the platform.
91+
Government Services
CX and public service performance measurements were implemented across the platform.
40%
Reporting Efficiency
Reduction in effort required to consolidate and analyze service experience performance.
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