Government & Public Sector – Beneficiary Experience Optimization
Across ministries, and public service platforms, delivering a seamless, fair, and accessible experience is key to building public trust and satisfaction. IBS supports government entities in measuring, managing, and improving the end-to-end experience of beneficiaries — from digital platforms to service centers — while aligning with national digital transformation goals.
Key Challenges in the Public Sector:
- Fragmented service experience across platforms and channels
- Limited feedback mechanisms for continuous improvement
- Low engagement and communication with beneficiaries
- Complex service journeys
- Difficulty in measuring satisfaction and public perception
How IBS Supports Government Entities:
1. Beneficiary Research & Service Analysis
We conduct specialized studies to understand the needs, expectations, and pain points of various beneficiary groups — helping design more inclusive and efficient services.
2. Voice of Beneficiary (VoB) Programs
Collect feedback from citizens, residents, businesses, and other users through surveys, kiosks, SMS, and integrated platforms — with real-time dashboards for decision-makers.
3. Journey Mapping Across Government Services
Visualize the full journey of accessing government services and identify areas to improve.
4. Digital Experience Audits
Evaluate the performance of websites, mobile apps, and service portals for accessibility, usability, language, response time, and service completion.
5. Public Campaign Evaluation & Optimization
Assess the reach and impact of public awareness or behavioral change campaigns across channels (social media, SMS, events) and provide insights to improve targeting and effectiveness.
6. Marketing Automation for Government Communication
Support digital communication with automated reminders, surveys, satisfaction follow-ups, and personalized outreach — to enhance beneficiary engagement.
Why IBS for Government Experience?
- Proven work with government programs and public platforms
- Bilingual tools for diverse beneficiary segments
- Expertise in research, digital assessment, and service journey analysis
- Aligned with Vision 2030 and government performance goals
- Strong understanding of compliance, accessibility, and service quality