Tayma Solutions and Ryan Strategic Advisory have jointly published the latest research related to customer management in the public sector. This industry brief was co-authored by Tayma Solutions’ Principal Consultant Lian Rowlands and Peter Ryan, Principal Analyst at Ryan Strategic Advisory, and covers the most important CX dynamics within government bodies.
‘Government CX leaders clearly want to provide the best possible interactions for citizens, and pressure to do so from elected officials should not be underestimated in this regard’, stated Lian Rowlands. ‘The paradox is that despite all the best will in the world, ever-tightening budgets alongside technological disruption means that making the right moves has never been more challenging in front line public sector delivery’.
This report draws heavily from responses provided by government customer experience leaders who participated in the 2025 CX Technology and Global Services Survey, which sounded the views of over 800 participants across 12 demand markets in Western Europe, Asia-Pacific and North America. Key trends uncovered within this industry brief include:
- The failure of public sector customer management departments to improve service levels across contact channels;
- Which are the most important areas of CX spend within government contact centers;
- The extent to which budgetary pressures in the public sector will impact front-line investment capacity;
- How advanced technology offerings are shifting front-line citizen service delivery dynamics;
- What public sector CX leaders prioritize when sourcing a third-party customer management partner.
According to Peter Ryan, unless the right decisions are made in regard to public sector customer management, citizen cynicism will only get worse. ‘The world over, individuals have been expressing concern about their lack of access to basic public information and the perceived unwillingness of governments to do anything about it. CX leaders in this space need to evaluate all options on the table, and take swift action. This may mean choosing to work with an outsourcing partner for at least some of their needs. To do nothing is simply not an option.’
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