The sum of all interactions a customer has with an organization is Customer Experience (CX). It informs how the customer perceives the services they receive.

Understanding a customer’s needs allows agencies to improve these interactions and build their trust. This helps an agency achieve its mission outcomes and provide better experiences to the citizens and stakeholders they serve.

As a strategy, design, human capital, and technology consulting and solutions firm, Arc Aspicio applies mission insight and proven CX methods and techniques to solve the Federal Government’s most complex challenges. We collaborate with clients to deliver strategic and implementable solutions that help agencies engage customers and deliver outstanding services. Our team identifies ways to align an agency’s strategy and their customer needs and challenges. This results in a productive and inspiring customer journey.

OUR APPROACH

We improve CX by using a five-step Customer First approach.

It starts with Customer Strategy and analyzes the journey to identify improvements that enhance CX, exceed expectations, and improve mission results. Customers may interact with an organization directly or indirectly, whether it be through the transaction of products, services, or both. Our approach puts the Customer First. We develop a Customer Strategy to identify and prioritize customer groups and subgroups and consolidate key customer concerns and trends.

We then analyze specific Customer Journeys and visually document interactions across a relationship. We engage with customers through interviews, surveys, and observations to better understand their perspective and challenges.

View fullsize

Once we establish the Voice of the Customer, we apply our iterative Design Thinking process to develop a suite of customer-tailored solutions that build CX into the organization. We implement our solutions, use metrics to evaluate progress and make improvements, reengineering as necessary, to help agencies enhance their culture and ability to continuously improve their CX.

Tools, Training, Technology, and Tactics

Our team brings a suite of tools, training, technology, and tactics to align organizational priorities and CX. We frequently engage customers and test and refine ideas to develop more effective and efficient customer-centric solutions while minimizing risk and maximizing an agency’s investments.

Customer Strategy

We apply a Customer First mindset as we establish a strategy to meet customer needs and move the organization toward mission results. Our Customer Strategy incorporates proven methods and tools, including:

• Customer Strategy Accelerator

• Problem Definition Accelerator

• Mission Needs Assessment

Customer Journey

Our approach discovers key Touch Points in a customer’s journey where pain points and opportunities for impact may emerge. Our innovative approach to understanding customer perspectives includes:

• Conduct Journey Mapping

• Identify portfolio of solutions

• Develop customer recommendations

Voice of the Customer

Voice of the Customer is a quantitative summary of customer perspectives. We engage customers and observe patterns of customer interactions, perceptions, and pain points. Our team follows the steps below to understand the Voice of the Customer:

• Define key metrics

• Measure customer perspectives

• Assess findings and create specific action plans

GSA Centers of Excellence (CoE) Customer Experience Discovery BPA
The mission of the GSA CoE is to advance modernization efforts in five areas (Cloud Adoption, Contact Center, Customer Experience, Data Analytics and IT Infrastructure Optimization). The GSA CoE manages contractor procurements through a collaborative relationship with agencies. Arc Aspicio is a woman-owned small business and prime contractor under GSA Centers of Excellence (CoE)  Customer Experience Discovery BPA. 

GSA IT70 Contract # GS35F0527X / BPA # 47QFNA19A0017
Information: https://coe.gsa.gov   Contract POC: ConnectCoE@gsa.gov