Disney’s ability to “wow” fans and captivate customers is legendary. Their return rate of first-time visitors, an impressive 70%. Walt’s secret to delivering a ‘magical’ experience was an obsession with processes. Viewing his park as an incomplete product which could always be improved.
While best practice suggests that installing customer feedback systems can help government agencies gain better insight into citizen experience, post-service survey systems in isolation don't provide sufficient insight into the customer experience.
The Fort Belvoir Community Hospital outpatient pharmacy has changed its ticketing procedure to simplify the pick-up process for 40,000-plus prescriptions it fills each month. Taking full advantage of the prescription processing system, Q-flow, patients no longer wait in line for a staff member to issue a ticket. Now, the first stop for patients entering the pharmacy is a ticketing kiosk.
ACF streamlines patient flow and reduces patient wait times by automating patient reception and tracking procedures at Evans Army Community Hospital.