Agency leaders at the Office of Human Resources (OHR) within the National Institutes of Health (NIH) knew they needed to shift the agency to a more citizen-focused culture. OHR needed to train staff at all levels of the agency, and they needed tools to enhance the citizen experience (CX).
HighPoint started OHR’s transformation by facilitating customized CX workshops for OHR team leaders, managers, and branch chiefs. HighPoint then introduced CX tools such as persona, journey, and empathy mapping; key metrics indicators; and the HighPoint CX Maturity Model. HighPoint also identified opportunities along the citizen journey for OHR agents to better use technology and collect data. Finally, HighPoint developed recommendations for both short- and long-term strategies to continue to move toward a citizen-focused culture.
As a result of the workshops, NIH OHR prioritized their internal employee engagement efforts, resulting in improved relationships with internal stakeholders (NIH Divisions) and improved focus on employee experience.