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DC management consultancy places third in the US Customer Experience Awards' innovation category
WASHINGTON - The Clearing has announced that it has won bronze in the US Customer Experience Awards' "Best Innovation in CX" category. Judges awarded The Clearing for its work to reduce citizen wait times at one of the federal government's largest service agencies.
The Clearing's work was rigorously evaluated in a competition that involved major global organizations like Shell International, Samsung, Dow, and others. Judges acknowledged The Clearing's remarkable achievement in streamlining a lengthy legal review process utilized by over 500,000 citizens annually. The client agency partnered with The Clearing to address specific challenges, such as a deep-rooted preference for in-person service delivery and outdated systems. These issues resulted in extended customer wait times, sometimes lasting up to 2.5 years. The agency sought The Clearing's expertise to facilitate a shift towards more efficient and effective customer delivery.
Leveraging methodologies such as behavioral design, The Clearing devised a process to encourage citizens to opt for more efficient and cost-effective video and phone service channels during a testing phase. The successful implementation of these methods led to an increased adoption of these options by citizens.
Since 2015, The Clearing has been collaborating with this agency on various initiatives aimed at enhancing the customer experience. Among these efforts is the use of an iterative and agile technology product release approach. This approach has yielded several positive outcomes for the agency:
1. An increase in IT product release volume and improved on-time delivery rate.
2. Reduction in IT planning process (discovery) time.
3. Launching numerous new products.
4. Greater emphasis on customer-driven product development.
These results demonstrate The Clearing's effectiveness in bringing about positive transformations and improvements for its client agency.
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