While many businesses may welcome fewer government regulations, what’s often most important to them is simply to spend less time on reporting and compliance. A focus on improving the customer experience may offer a key to reducing friction costs in government-business interactions. https://dupress.deloitte.com/dup-us-en/industry/public-sector/relationship-between-government-and-business-customer-experience.html

1. Compliance without Tears:
Improving the
Government-to-Business
Experience

2. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 2
Manufacturers spend an average of
$19,564 per employee every year to
comply with federal regulations in the US
Interacting with government can be very costly for businesses
An increase of $1 billion in regulatory burden
can eliminate over 8,000 positions
Compliance to rules cost $2
trillion annually in the US
Adding state and local regulations brings the cost of
compliance to nearly 17 percent of US GDP,
according to some estimates
Source: National Association of Manufactures, American Action Forum, Cost of Government Center

3. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 3
Business pain points
Dealing with government can be tricky for businesses
Delays
Complexity
Paperwork burden
Duplication
Lack of transparency
Inconsistency

4. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 4
So, how can government address those pain points?

5. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 5
By applying Customer Experience (CX) principles to address
those business pain points

6. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 6
Applying a CX lens: A Small Business Scenario

7. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 7
Five ways customer experience can transform the government-
to-business experience
1. Increase Compliance
2. Reduce delays and increase transparency
3. Cut business costs
4. Join up government
5. Starting a business

8. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 8
E-verify
Increase Compliance:
E-Verify is a free and typically easy-to-use
tool that electronically verifies an
employee’s eligibility to work in the US
Delivers results within three to five
seconds. About 99 percent of cases are
authorized instantly, or within 24 hours
Launched E-Verify listens website to
crowdsource improvements to E-Verify
Other key facts
• More than half a million employers use E-Verify at more than 1.9 million hiring sites
• The system reviews more than 25 million cases annually
• The program scored 87 against the federal average of 64 in ACSI 2014 survey
Source: US Citizenship and Immigration Services

9. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 9
“We want something that is understandable and predictable, where
customers can figure out what they need, and have a clear understanding
of how long they can reasonably expect those things to take.”
— Alex Lawrence, permitting project manager, City of Boston
Boston’s permitting reforms
Reduce delays and increase transparency
Hackathon: Ran a “hackathon” to co-create
with citizens, businesses, and tech community
to streamline the permitting process
Permit finder: Launched an app that
describes which permits a project needs and a
program to track applications
Online system: Released a beta version of an
online permitting system that allows users to
apply for multiple permits, organize permits
by project, and include multiple people
Source: HubHacks, Data-Smart City Solutions, Interview with Alex Lawrence

10. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 10
New Zealand’s Better for Business program
Cut business costs
Two objectives of the program
• By 2017, reduce business costs (effort) of dealing
with New Zealand government by 25%
• Ensure government services to businesses
have similar performance ratings as leading private
firms
What they did
Identified pain points of businesses
regarding delays, duplication, complexity, paperwork,
and lack of transparency
Solutions
“Join up” government
services
Simplify
Prioritize
digital
Sharing information
across departments
Results
• By Dec 2015, businesses saw the cost of dealing with government fall by 12 percent
• The service performance gap between the government and the private sector has narrowed
Source: Ministry of Business Innovation, & Employment, NZ; State Services Commission, NZ

11. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 11
“The idea was to make it easier for businesses to access all manner of
government resources that could help them in their business.”
— Dennis Alvord, executive director, BusinessUSA
Join up government
BusinessUSA
Join up: In 2012, Department of Commerce
launched BusinessUSA to virtually “join up”
siloed government programs
Iterative approach: Business leaders were
involved in every phase of design and the team
released 41 new or enhanced capabilities
Wizards: Quick search tools called ‘wizards’
ask a series of questions and then return
customized results
Use of analytics: Uses analytics to determine
how usage patterns evolve over time and to track
how well its products and initiatives are received
Source: US Economic Development Administration, Interview Dennis Alvord

12. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 12
New York City (NYC) Business Atlas
Starting a business
Online tool: NYC Released online tool to help
businesses research economic conditions of
neighborhoods where they might set up shop
Multiple sources: The tool sources data
from multiple sources including the
Department of Consumer Affairs, the
Department of Finance, Placemeter for traffic
data, and the census for demographic data
Type of data: The tool provided data on
percentage change in population, median
income, existing businesses, new businesses,
and taxable sales revenue, and households
with kids.
“Most people who come for small business services assistance want to open in
their own neighborhoods. They make assumptions. Sometimes it's right,
sometimes not. The data helps [them] test those assumptions.”
— Michael Flowers, ex-chief of the Office of Data Analytics, NYC
Source: GovLab and Omidyar Network, Tech President, NYC Business Atlas Website

13. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 13
Strategies to get from here to there
Focus on business as
customers
• Map the business
journey
• Ask what kind of
experience businesses
want for each
transaction
• Iterate
• Proactively help
business navigate
government
Instill a customer-
centric culture
• To create a customer
culture, fix the
systems and
processes
• Recruit people with
customer mindset
• Transcend the silos
Evolve policies based
on user input
• Pursue legislative
changes when needed
• Engage businesses
while formulating rules
and regulations
• Bring policymakers
and the operations
side of the
government onto the
same page
Focus on business as
customers
• Map the business journey
• Ask what kind of
experience businesses
want for each transaction
• Iterate
• Proactively help business
navigate government
Instill a customer-centric
culture
• To create a customer
culture,
fix the systems and
processes
• Recruit people with
customer mindset
• Transcend the silos
Evolve policies based on
user input
• Pursue legislative changes
when needed
• Engage businesses while
formulating rules and
regulations
• Bring policymakers and
the operations side of the
government onto the
same page

14. Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 14
http://dupress.deloitte.com/dup-us-en/industry/public-sector/relationship-between-
government-and-business-customer-experience.html
Contacts
William D. Eggers
Executive Director, Deloitte Center
for Government Insights
Deloitte Services LP
+1 571 882 6585
weggers@deloitte.com
Sucha Kukatla
Principal
Deloitte Consulting LLP
+1 312 486 2001
skukatla@deloitte.com
Greg Pellegrino
Principal
Deloitte Consulting LLP
+1 571 882 7600
gpellegrino@deloitte.com
Kymm McCabe
Principal
Deloitte Consulting LLP
+1 301 943 5966
kmccabe@deloitte.com

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