Aptive has implemented a comprehensive customer service program to enhance the IT experience for VA employees and contractors. This initiative involves robust data collection, analysis, and communication strategies to identify areas for improvement and foster a culture of exceptional service.
Data-Driven Insights through Comprehensive Surveys
Aptive employs a unique approach to gather user feedback on VA IT systems, leveraging both quantitative and qualitative data. A large-scale annual survey, distributed to approximately 500,000 VA employees and contractors, gauges satisfaction levels and pinpoints specific areas of strength and weakness. Monthly surveys, administered to a randomized sample of over 30,000 employees, provide ongoing insights into the user experience. Aptive meticulously analyzes this data, conducting longitudinal studies to track trends and identify persistent issues.
To gain a deeper understanding of user concerns, Aptive conducts in-person and virtual interviews, workshops, and focus groups nationwide. These qualitative research methods allow Aptive to delve into the root causes of dissatisfaction and provide actionable recommendations for improvement. The resulting analysis is disseminated to OIT leadership and the broader VA community through various channels.
Building a Framework for Exceptional IT Customer Service
Aptive has established a comprehensive framework to support the Customer Satisfaction Improvement (CSI) Program. This includes developing and distributing training materials such as videos, infographics, and monthly newsletters that promote best practices in IT customer service. These resources are grounded in the principles of CSI’s “The Eight Habits of Highly Effective IT Professionals.”
A custom dashboard, designed by Aptive, provides OIT leaders and managers with real-time access to survey data, enabling them to monitor performance and identify emerging trends. This data-driven approach facilitates proactive problem-solving and continuous improvement.
Investing in Professional Development for Frontline Staff
Recognizing the crucial role of frontline personnel in delivering exceptional customer service, Aptive and the VA host regular seminars. These seminars focus on disseminating best practices derived from the ongoing quantitative and qualitative research, ensuring that customer service representatives are equipped with the knowledge and skills to effectively address user needs. The curriculum is continuously updated to reflect the evolving needs and expectations of the VA community.
This commitment to professional development, coupled with comprehensive data analysis and a robust communication framework, underscores Aptive’s dedication to transforming the VA IT user experience.
