Solutions
Aptive adopted a tailored, two-pronged approach, working closely with PA and ODE to deliver actionable solutions that addressed their unique missions.
Empowering people analytics with real-time IT service insights
Aptive enhanced PA’s customer service improvement program by streamlining feedback collection, analysis and action. Key efforts included:
- Capturing the customer voice: Monthly IT customer experience surveys captured quantitative and qualitative data on IT services. Aptive conducted focus groups and site visits to add context to the data already being collected by exploring employee emotions, needs and stories.
- Using AI to automate feedback analysis and distribution: A Python-based text analysis tool was developed to systematically process open-ended feedback. This tool categorized responses into actionable themes and trends, enabling more efficient and accurate insights for OIT leadership. Additional scripts were created to route feedback and NPS scores directly to corresponding area managers and to identify customer support requests within feedback for immediate follow-up from support staff.
- Building capacity for sustainability: Aptive trained PA staff to use these tools, equipping them to independently manage the customer service improvement feedback program and sustain near real-time insights for IT service metrics.
These efforts allowed OIT to respond proactively to employee feedback, improving IT service quality across VA.
Transforming employee experience with ODE
Aptive partnered with ODE to develop human-centered insights and frameworks for strategic employee experience management and improvement initiatives:
- Mapping the employee lifecycle: Aptive analyzed key employee lifecycle surveys and facilitated the creation of an Employee Experience Journey Map. This tool provided a comprehensive, year-in-review perspective on workforce challenges and successes, building the foundation to guide future improvement initiatives.
- Facilitating workshops to define EX governance and strategy tools: Aptive led workshops with program coordinators to prioritize EX initiatives based on feasibility, value and impact. These sessions culminated in a quarterly “information radiator,” visually tracking pain points and progress of prioritized improvement efforts.
The employee lifecycle map and workshops fostered a proactive culture within ODE, enabling it to address employee challenges with greater precision and alignment.
