2. What is Experience & Engagement?
• Every interaction with Fairfax County Government
(regardless of department or method) creates a
personal reaction and memory.
• Each interaction determines resident perceptions
of their government.
• “Team Fairfax” concept is critical – we all work for
the entire government, not just departments.
3. Customer Experience
• It includes everything from
encounters and counters to
emails and envelopes.
• People constantly access us for
services, not just when they need
help on the phone.
Forrester Research
7. PTI Citizen Engagement Roadmap
“Citizens do not differentiate contact with an elected official, a call
center representative, or staff in an operational department. They
are all perceived as the city response and the city service.”
8. • Report:
▫ Cross-agency committee
▫ 43 recommendations
▫ It’s more about culture and
communications
▫ Report online at
www.fairfaxcounty.gov/cex/
experience
9. All Areas Are Connected
Contact
Center
Fairfax
Digital
and Data
Fairfax
Engage
Fairfax
Team
Fairfax
10. Next Steps
• County Executive will provide Board of Supervisors
with staffing recommendations.
• Detailed draft work plan with key deliverables and
timeframes will be established.