We found that the existing heavy-touch engagement model did not allow pre-sales activities to scale without a corresponding increase in headcount
Our team was engaged by the Department of Finance (some content have been hidden for confidentiality reasons) to produce a Customer Engagement Model for govCMS.
The model set out activities, roles and responsibilities across the end-to-end customer lifecycle from engagement through to ongoing management with a focus on scalability and effective collaboration across service delivery partners.
On this engagement one of the deliverables I created was a persona and customer journey map for the future engagement vision of govCMS.
The development of the Customer Engagement Model was conducted over three phases: Information gathering and planning phase, Collaboration and design phase, and Documentation phase.
govCMS is an open source content management service that was developed by the Department of Finance – Online Services Branch (OSB) to allow Federal and State agencies to create modern, affordable, responsive websites to better connect Government with people. The main objective of govCMS is to provide a community focussed common platform and distribution network for federal and state agency websites.
Australian Government Department of Finance
Categories: User Experience
User Experience Design
Customer Engagement Strategy