Framework

Framework

The 8 pillars form the basis of the main criteria used in the assessment. These pillars are in turn supported by 35 elements and 233 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.

Strategy “The Why”
Strategic Alignment

The organization sets service delivery goals. Service delivery channels take their direction from these goals to set their own priorities and objectives.

Service Delivery “The What”
Customers, Services, Channels and Customer Experience

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.

Enablers “The How”
Service Efficiency and Innovation, People and Integrated Technology

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

01
Flexibility

Develop flexible standards and criteria that can be applied to both government and private sectors

02
Comprehensiveness

Roadmap for targeted sectors during the implementation considering the nature of the business.

03
Competitiveness

Reaching the global market by exporting the model globally.

GSR Strategy
Flexibility

Flexible criteria that can fit for both public and private sector

Comprehensiveness

Strategy for targeting different service sectors

Competitiveness

Publishing papers, reports and Partnering with research institutes

Strategic Directions
Customer-Centricity
Integration & Efficiency
Strategic Priorities
01

Customer Experience

02

Multi-Channel Access

03

Integrated Service Delivery

04

Service Culture

05

Service Efficiency

06

Service Governance

07

Service Innovation