The SHARE MO Program

Why Customer Experience Matters at the State of Missouri

For the State of Missouri, Customer Experience (CX) is a vital reflection of our commitment to our citizens. Every interaction, whether online or in person is a chance to shape public confidence and perceptions of our State. Improving customer experience isn’t just about technology or process improvements, it’s about culture. This culture can help identify where pain points exist and provide the tools needed to make thoughtful changes that lead to better outcomes. Ultimately, prioritizing customer experience ensures that state services are as efficient, responsive, and as effective as any leading organization.

That’s where SHARE MO comes in…

Who We Are

SHARE MO is Missouri’s award-winning, statewide customer experience program designed to modernize how state government listens to, understands, and acts on citizen feedback. By moving beyond outdated, manual processes, we have created a unified, centralized listening platform that captures the Voice of the Customer across the State of Missouri. Managed by the Office of Administration in partnership with Qualtrics, the program ensures that every interaction, whether through a website, office interaction, or digital chat, is an opportunity for improvement.

Bobby McKee
Director of Citizen Engagement

Heather Rhodes
Citizen Engagement Technical Specialist

Contact Us:  Share.mo@oa.mo.gov

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Contact your Agency CX Champion

“Our quarterly foster care surveys are vital, but manually sorting through data to find safety risks was a bottleneck. The ShareMo team introduced us to Qualtrics Workflows, completely transforming our process. Now, if an older youth flags that they feel unsafe, our Older Youth Team gets an immediate email alert with all the context they need. ShareMo didn’t just help us adopt a new tool; they helped us drastically speed up our response times to youth in crisis.”

– Children’s Division, Dept. of Social Services

SHARE MO Assists
Missouri State Fair

In April of 2024, the SHARE MO and Missouri State Fair teams partnered to establish a way to gather feedback on their website, mostatefair.com. The State Fair estimates 500,000 views of their site between the beginning of concert announcements in April through Labor Day.

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“…Feedback is very important in deciding what areas of improvement we might focus on based on the callers’ perceptions instead of what we kind of think we should be doing. And the detailed positive feedback is a great morale boost for staff.”

– Public Service Commission, Dept. of
Commerce & Insurance
SHARE MO Program
Wins Big

This program has increased the avenues through which customers are able to provide feedback, as well as standardize collection of feedback. From the feedback, agencies have been able to focus improvement efforts to better meet citizen’s expectations.

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“After being in State government and spending the last decade focused on government improvement, I’ve personally seen how information silos and internal access limitations can hinder even the best intentions. SHARE MO has helped DSS & Missouri State Government break through those historical barriers, replacing restricted, fragmented data with an open, unified platform. It is the bridge we’ve needed—streamlining how DSS connects with constituents, and team members.”

– Strategic Excellence Office Director, Dept. of
Social Services
SHARE MO – Agency Playbook
Agency Playbook (PDF)

“SHARE MO has been a game changer for our agency! Without access to an accessible and scalable solution like Qualtrics, the Department of Health and Senior Services (DHSS) wouldn’t be able to consistently listen to our citizens or ensure all Missourians can access critical information for their health.”

– Office of Performance Management, Dept. of Health &
Senior Services

Fiscal Year 2025
Impact

SHARE MO – Listening to Missourians, driving a government that
works better for all.

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What We Do

To establish a customer experience (CX) program statewide, the SHARE MO program utilizes Qualtrics to support feedback mechanisms at key moments of the citizen experience to gain better insights into citizen expectations. While agencies identify key moments within their organization to obtain feedback, the SHARE MO program assists in implementing those mechanisms, visualizing the data to gain insights, and taking action on the feedback received.

SHARE MO can provide tailored engagement, advisory, and technical support throughout all phases of a project by:

Facilitating CX Best Practices Empowering Stakeholders Training & Enablement Customer – Centric Dashboarding

Educate our stakeholders on best practices and sharing findings for operating CX Programs. How we Listen, Understand, and Act on the Voice of the Customer.

Provide efficient and effective tools, resources, and templates to empower stakeholders to build sustainable customer experience programs.

Ensure that our stakeholders receive guidance on how to use the latest tools and resources at their disposal as the operate their CX programs.

Develop visualizations to measure, track, and report on both the overall quality of CX and the impact of initiatives at the State and individual agency levels.

Getting an account is easy.
If you are a State team member, click the button below from your State issued machine to connect you to Qualtrics. Single sign on will create you an account. Each individual comes into the program as a “View Only” participant. If you would like upgraded access with the ability to create projects, please contact your  CX Champion .

Team Member Account Creation