A change is in progress. The experience that companies such as Netflix and Apple deliver to consumers raised expectations in consumer relations. And now the public service is also being submitted to increased pressure in order to provide similar experiences to citizens, who wish to interact easily at any day and time and have their problems solved quickly. But how can this become effective?
To achieve the performance your organization expects, not only do you have to select the KPIs that are appropriate for your sector, you also have to figure out how to report on them appropriately and accurately. This can be a tough step, but it is unquestionably an important one.
Seeking more efficient ways to carry out activities, many organizations automate processes in order to leverage the performance of their business and achieve better outcomes.