By NYS Customer Experience Team
Whether it’s improving access to services, making processes faster, or simply ensuring our programs are effective, the right data helps us make informed, meaningful decisions. But with so much data available, how do we know which information will make the biggest impact?
The key is understanding what data we need to drive real action and improve the experiences of the people we serve. Let’s break it down and explore how New York State agencies can determine what data is most useful for their work.
Before diving into any data, it’s important to have a clear idea of what you want to achieve. Are you trying to make a website easier to navigate? Improve response times? Or ensure that people are receiving the right benefits? Whatever the goal, knowing what you’re working toward helps you narrow down the data that will be most relevant.
What Data Matters?
Not all data is created equal. The most useful data directly aligns with the goals you’ve set. Here are a few types of data that agencies often need to pay attention to:
- Event Data: This tells us how people interact with services. For example, if you’re working to improve an online form, event data can show where users are getting stuck, how long they spend on each step, and where they abandon the process. This kind of data helps identify pain points and opportunities for improvement.
- Customer Feedback: Direct feedback from customers—whether through surveys, complaints, or support tickets—gives us a first-hand understanding of what people are experiencing. If your goal is to improve satisfaction, customer feedback should be front and center.
- Operational Data: If your focus is on speeding up processes, internal data about processing times, wait times, or system performance is key. For example, if the Department of Motor Vehicles is aiming to reduce wait times, internal data can pinpoint where delays are happening.
- Demographic Data: Understanding who is using your services is critical, especially when aiming to make services more inclusive. Demographic data can tell you if there are particular groups who may need additional support, helping you design more accessible services.
From Insights to Action
Collecting the right data is just the beginning. To make real progress, agencies need to turn that data into action. This means analyzing it to uncover trends, identify patterns, and understand what’s working and what’s not. For example, if data shows that people are abandoning an online form midway, the next step is to examine why—perhaps it’s too long, too complex, or unclear.
Once you understand the root cause, it’s time to implement changes. This could mean improving the form, simplifying the language, or making it more mobile-friendly. The key is using data to drive decisions that lead to tangible improvements in service delivery.
Don’t Overlook the Human Element
While data is incredibly powerful, it’s important to remember that behind every data point is a person. Combining quantitative data (like numbers and statistics) with qualitative data (like customer feedback and testimonials) helps us get a fuller picture. Understanding why something is happening is just as important as knowing what is happening.
Continuous Improvement
Data isn’t something you collect once and forget about. It’s an ongoing process of learning and adapting. Agencies should regularly revisit their data to see how changes are impacting the customer experience. Are the changes working? If not, it’s time to adjust.
By continuously gathering and analyzing the right data, agencies can stay on track and keep improving services, making them more efficient, accessible, and responsive to the needs of New Yorkers.
The Game Changer
The right data can be a game-changer for New York State agencies. By aligning data collection with clear goals, using the right tools, and focusing on continuous improvement, agencies can transform customer experiences and drive real results. The key is to always keep the focus on what matters most—delivering value to the people we serve. Let’s use data to make our services better, faster, and more accessible—because in New York, we’re always striving for more.