It's essential to understand the citizen experience at every service interaction point to enhance service delivery. What methods can be employed to map and optimise the citizen journey? How can data insights be utilised to pinpoint areas of friction? Explore various techniques for mapping the citizen journey and share examples of how others are using journey maps to foster service improvements.
Co-hosts;
Sarah Rose Deputy Director, Digital Justice System, Ministry of Justice
Wendy Stubbs, Head of Advanced Customer Support Transformation, DWP
