Customer Experience in Federal Government: What Drives Enhanced Public Service Delivery?
Driving Change in Government Through the Customer Experience
The federal government has made Customer Experience (CX) an essential element of public service delivery. In recognizing that federal agencies should treat American citizens as valuable customers, the government is making a strategic investment in improving services and fostering trust with customer-centric services utilizing integrated digital design, technology and customer support functions.
Key Components of the Current Federal CX Initiative
- Soliciting and Utilizing Customer Feedback
- Embracing Data-Driven Decision-Making
- Creating Service Standards and Metrics
- Encouraging Collaboration and Sharing Best Practices
A&M experts Aptta Bhutto, David Shulkin and Stephanie Garcia discuss the sea change in government thinking towards CX and the mandate to modernize agency programs, reduce administrative burdens and pilot new online tools and technologies. Read the full report for insights on how integrated technologies and agile implementation coupled with CX can create a more responsive, accountable and citizen-centric government.
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