Human-Centered Passion for Service

Author: Crystal Carter , Senior Program Management Support Analyst

Like many phrases used in GovCon and Tech, "Customer Experience" varies greatly depending on the context in which it is used. In my role providing program management support, it is about engaging personally with our customer and their stakeholders, ensuring genuine interaction at every turn.

Amivero operates on a set of core values which include a Passion for Service and being Human-Centered, along with being Data-Driven. In an industry often dominated by corporate jargon, it's easy to lose that personal touch in our communications. I make a concerted effort to maintain meaningful human connections with everyone I interact with.

Establishing Meaningful Relationships with Customers and Stakeholders

I have the privilege of communicating with the public through a help desk on behalf of our customer. In doing so, I often receive queries that aren't directly related to the services we provide, but whenever possible, I do my best to guide each user to the appropriate service or agency. This approach is what I believe a true passion for service entails. Even if I may never interact with these users again, my goal is always to leave them with a positive impression of our customer. For instance, I once assisted an elderly citizen who was struggling with digital tools but needed to apply for social security benefits. I took the time to provide her with the address of her local office and instructions on the necessary documentation.

Similarly, I extend this passion for service to our government customers and stakeholders. My role allows me to frequently communicate with data specialists from various agencies. I empower our stakeholders by including them in working group meetings and keeping them informed about updates to our programs. Recently, I have been collaborating with the team on a series of working group meetings to address the needs, pain points, and goals of these stakeholders. I ensure that all attendees are well-informed about the events, have ample opportunity to participate (both in-person and virtually), and receive follow-up with feedback surveys.

Genuine Engagement & Human Interaction

Being human-centered and data-driven, as emphasized in Amivero’s core values, guides my interactions. Our values state:

Have an accurate understanding of the current state (the person and the environment). This enables you to make more data-informed decisions that keep the person/citizen/user in mind.        

I strive to go beyond technical jargon to connect with the actual humans behind the computers. My focus is on communicating the stakeholders' needs effectively so that practical solutions can be developed. It is crucial to remember that there are real people behind the data—our customers, stakeholders, and the general public whom we serve.

This approach not only embodies the true essence of customer service but also aligns with Amivero’s mission to foster a more human and data-informed government service landscape. By prioritizing the individual in all decisions and interactions, my aim is to make a lasting positive impact on both individual users and the broader community.

Conclusion

Our commitment to a human-centered approach significantly enhances the customer experience we provide. It's not just about meeting the immediate needs of our projects (a lot of companies can do that pretty well); it's about enriching the lives of those we serve and proving that in the world of technology, the human element remains paramount.

Thank you for taking the time to read about why I do what I do. I'm eager to hear more about how you have noticed your human-centeredness yield an impactful outcome for your customer.

Please share your thoughts, experiences, or questions in the comments below. We'd really like to hear from you. If you’re interested in learning more, email us anytime at [email protected].