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.
- Government
- CX Intelligence
- Performance Measurement
- Data 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.
The Results
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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