By LaShawn Douglas
In a recent blog, we published steps to journey mapping the personnel vetting process customer experience and included illustrative examples to help capture a more accurate picture. A customer journey map is a visual representation of the process a customer or stakeholder goes through to achieve a goal, and typically works best for scenarios that describe a sequence of events.
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By LaShawn Douglas
In our last blog, we examined the government’s definition of customer service, and identified ways for the Government to transform both the process and experience of personnel vetting. We suggested starting with a better understanding of stakeholder goals, expectations, and touchpoints with service providers. You can accomplish this by conducting interviews as well as observing stakeholders as they work (or, “fly-on-the-wall” observations”). As a next step, we recommend documenting all findings in a customer journey map.
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By LaShawn Douglas
In our previous blogs, we’ve discussed the concept of processing personnel security requests and the stakeholders involved. As government seeks to improve processing times for personnel vetting, we also have an opportunity to improve the customer experience. The June 2019 OMB Circular No. A-11, defines Customer Experience (CX) as:
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By LaShawn Douglas
The concept of processing personnel security clearance requests is pretty straightforward. A prospective employee will require access to sensitive information, so the Government initiates an investigation to determine whether to grant access. The process happens in three steps:
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