The key to delivering a good customer experience is first understanding their needs.

Governments should start with the end in mind when building services, says a new report by Fuji Xerox and GovInsider: “What do users want to experience with your organisation?”

Next, multiple customer channels, like digital and paper, should be integrated into a single system. This will allow agencies to respond quicker and cut costs.

Digital services must also be constantly iterated based on feedback from users.

Download the full report to find out more about building a customer experience strategy.