Why Agencies Need to Invest in Employee Experience Analytics

Government agencies are increasingly attuned to how residents interact with their services, as data shows that an individual’s digital experience with a government agency is a strong predictor of their overall level of trust. An often overlooked yet critical driver of customer experience (CX) is employee experience (EX). By removing burdens and inefficient processes, employees can focus more time and energy on providing great service to residents. With that in mind, let’s look at how and why agencies should analyze employee experience.

The benefits of a good employee experience

In simplest terms, employee experience analytics allows agencies to quantify workflows and understand a) what work is unnecessarily complex and b) to what degree employees feel empowered. The benefits of a positive employee experience are clear. When employees are content and supported, it directly impacts their output. PwC found that companies that excel in both CX and EX can charge a premium of as much as 16% for their products and services. Meanwhile, data from MIT researchers shows that companies scoring in the top quartile of EX metrics developed more successful innovations and generated twice the amount of revenue. For government agencies, this relationship will manifest in the level of service that employees provide to residents – when employees can access needed information and operate in efficient environments, they are able to solve problems and provide outstanding customer service.

On the flipside, when workflows are cumbersome, it can breed inefficiency, reduce employee engagement, and contribute to turnover. Being able to spot indicators of turnover is important, as replacing a government employee can cost 150% of their salary.

Gaining a complete view of EX

Most government agencies already have tools in place to monitor customer experience. A parallel approach can be used to monitor and address employee experience as well. A successful EX strategy will identify employees’ pain points and friction points in internal workflows, highlighting improvement opportunities. Relevant data can be collected at various employee checkpoints, such as manager one-on-one meetings, performance reviews, stay and exit interviews, or ad hoc surveys of employee satisfaction.

By analyzing feedback and survey data, agencies can gain a deeper understanding of the complexity of employees’ internal processes and the degree to which they feel empowered. Are employees able to give residents great service? Are there pain points that reduce morale or distract from the agency’s mission? Can these pain points be automated?

Improving EX measures

While internal pain points may stem from any number of processes, rote activities that rely on outdated technologies are commonly cited. Automation and digital capacity can significantly improve employee experience. In fact, companies in the top quartile of EX deliver 66% more digital capacity to employees, such as the ability to work from a mobile device, than those in the bottom quartile.

The bottom line

When employees are empowered and their workflows streamlined, they are more likely to be satisfied with their jobs and are far better equipped to deliver value to the residents they serve. EX is particularly critical for state and local governments, as staffing levels have recovered more slowly from the COVID-19 pandemic than those in the private sector, forcing agencies to do more with less. In such an environment, a small amount of internal friction can exaggerate problems. By analyzing and improving EX, agencies can free employees from the burdens of cumbersome tasks and processes, empowering workers to focus on more advanced and fulfilling tasks—all positive developments for the agency at-hand and the residents it serves.

-Aaron Welsh, Vice President, Analytic Solutions at Voyatek