The 8 pillars form the basis of the main criteria used in the assessment. These pillars are in turn supported by 35 elements and 315 questions that are assessed based on the maturity level (Basic – developing – maturing - leading).
In parallel, customer happiness and mystery shopping measurements and employee happiness scores are taken to ensure considering the stakeholder’s voice during the assessment process.
The organization sets service delivery goals. Service delivery channels take their direction from these goals to set their own priorities and objectives.
Customer service centers, contact centers and online channels are serving different types of customers. It is important to make sure that the service offering is associated with the relevant service standards. This contributes to the overall customer experience offered to customers.
In order to deliver a great customer experience, service channels need to have appropriate supporting processes, organizational culture and human capabilities, as well as information management systems.
GSR strategy framework
Develop flexible standards and criteria that can be applied to both government and private sectors
Roadmap for targeted sectors during the implementation considering the nature of the business.
Reaching the global market by exporting the model globally.
Flexible criteria that can fit for both public and private sector
Strategy for targeting different service sectors
Publishing papers, reports and Partnering with research institutes
Integrated Service Delivery