In this episode of the Government Transformation Show, GovMetric's Managing Director Nic Streatfeild joins us for a deep dive into the challenges and opportunities around Citizen Experience.  Among the topics we cover are:  Understanding Citizen Experience vs Customer experience  Getting to grips with voice of the customer AND voice of the employee  The importance of understanding service demand  Avoiding the failure demand blindspot. As mentioned by Nic in the episode, GovMetric is leading a forum to develop a model that can be used to quantify the financial ROI of implementing citizen experience improvement programmes in the public sector. Find out more.