Service Excellence

Discussion table

Learn from
Anais Reding

Chief Engagement & Design Officer


Anais is responsible for the UK's online investment and export promotion services. She also looks after the strategy, engagement and user-centred design professions in the Department for Business and Trade.

Honey Dacanay

Director General, Policy & Performance


Keith Fulford

Account Director


Keith has 30 years’ experience in the communications industry supporting Public Sector organisations. He has held various senior roles in Engineering, Presales and Sales in Contact Centre vendors and Service Providers. As the Public Sector Strategy Lead for Genesys UK&I, Keith works with customers and partners and is responsible for helping Genesys set its strategy to best serve and support the Public Sector.
The Genesys Public Sector team is dedicated to supporting organisations spanning the whole of the sector including Central Government, Local Government, Housing Associations, Public Health, Education, Blue Light and Charities. On a day-to-day basis, the Genesys team engages with Public Sector organisations to understand their citizen experience challenges and objectives, in turn helping those organisations to address citizen’s needs through transformed CX services and solutions.
About the session

Pockets of government service delivery are world-class. How can we raise the level of government service delivery to more consistently exceed citizen expectations and delight users?

  1. Defining Excellence: Excellent service requires an understanding of citizen needs and expectations. How can we better engage with citizens to understand their needs, and how should this feedback shape our services?

  2. Measuring Excellence: Well-structured Key Performance Indicators are essential to tracking and improving service excellence. What core components should our KPIs encompass to effectively measure the quality, efficiency, and effectiveness of our services?

  3. Enabling Excellence: Rapid technology change requires the effectiveness and relevance of digital tools need to be regularly assessed. What are the most effective tools we could adopt to improve our service levels?