Redesigning the Citizen Experience for a Public Agency
The Engagement
Civitas Public Sector, a national-level agency serving 2.1M citizens, was facing a satisfaction crisis driven by fragmented digital and in-person journeys. Polance led a CX strategy and service-design engagement that consolidated the experience and rebuilt the operating model behind it.
Journey Diagnostic
Mapped the top 12 citizen journeys end-to-end, combined journey data with frontline interviews, and quantified the moments that mattered most — only three of which the agency had been measuring.
Service Redesign
Redesigned the four highest-volume journeys, consolidated three contact channels into one, and stood up a CX measurement system the agency now uses to prioritize every roadmap decision.
The Outcomes
The numbers we agreed to move — and where they landed.
+31
CSAT Improvement
Across the four redesigned journeys in the first six months.
−47%
Repeat Contacts
First-contact resolution shifted from 51% to 76% on priority journeys.
4 weeks
From Brief to Insight
The diagnostic that gave leadership the picture they'd been missing.
Engagement Facts
- Client Lead
- Daniel Okafor, Founder & Director
- Organization
- Civitas Public Sector
- Location
- Warsaw, Poland
- Engagement Type
- CX Strategy & Service Design
- Program
- Redesigning the Citizen Experience for a Public Agency
Outcome
A +31 CSAT shift on the redesigned journeys, 47% fewer repeat contacts, and a CX operating model now embedded in how the agency prioritizes every digital roadmap decision.
Let's talk about the outcome
you're trying to move.
Tell us where you're stuck — strategy, digital, data, or all three. We'll bring a senior partner to the first call, share an honest perspective, and only propose work if we genuinely believe we can move the number.
Typical response within one business day · NDA on request · No obligation