{
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    "type" : "single",
    "title" : "OCSIT’s 2015 Customer Survey—What We Learned |Digital.gov",
    "description": "OCSIT’s 2015 Customer Survey—What We Learned",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/28/ocsits-2015-customer-survey-what-we-learned/index.json","item" : [
    {"title" :"OCSIT’s 2015 Customer Survey—What We Learned","summary" : "Three years ago, GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) set out to design a system to consistently measure customer satisfaction across our office. We were inspired by the Digital Government Strategy, which tasks agencies to adopt a customer-centric approach to service delivery.","date" : "2015-12-28T10:00:13-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
        
            "analytics" : "Analytics",
            "budgeting-and-performance" : "Budgeting and performance",
            "customer-experience" : "Customer experience",
            "information-collection" : "Information collection",
            "security" : "Security",
            "terms-of-service" : "Terms of service"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-12-28-ocsits-2015-customer-survey-what-we-learned.md",
      
      "filepath" :"news/2015/12/2015-12-28-ocsits-2015-customer-survey-what-we-learned.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/12/2015-12-28-ocsits-2015-customer-survey-what-we-learned.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/12/2015-12-28-ocsits-2015-customer-survey-what-we-learned.md","slug" : "ocsits-2015-customer-survey-what-we-learned","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/28/ocsits-2015-customer-survey-what-we-learned/","content" :"\u003cp\u003eThree years ago, GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) set out to \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/18/how-to-create-a-customer-experience-index/\"\u003edesign a system\u003c/a\u003e to consistently measure customer satisfaction across our office. We were inspired by the \u003ca href=\"https://www.whitehouse.gov/sites/default/files/omb/egov/digital-government/digital-government.html\"\u003eDigital Government Strategy\u003c/a\u003e, which tasks agencies to adopt a customer-centric approach to service delivery.\u003c/p\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/600-x-345-word-cloud-of-GCXi-survey-responses.jpg\"\n    alt=\"A word cloud of Government Customer Experience Index survey responses.\"/\u003e\u003c/div\u003e\n\n\n\u003cp\u003eArmed with tools such as the \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/guides/dap/\"\u003eDigital Analytics Program\u003c/a\u003e (DAP), which offers \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/guides/dap/\"\u003eguidance on common customer satisfaction metrics\u003c/a\u003e, we developed a Government Customer Experience Index (GCXi) for OCSIT. Loosely modeled after the \u003ca href=\"http://blogs.forrester.com/megan_burns/14-01-21-introducing_forresters_customer_experience_index_2014\"\u003eForrester Customer Experience Index\u003c/a\u003e, it’s been invaluable to help us consistently measure customer satisfaction across our major lines of business.\u003c/p\u003e\n\u003ch2 id=\"the-process\"\u003eThe Process\u003c/h2\u003e\n\u003cp\u003eWe identified a few core questions that would help us determine how well we’re serving our customers. The questions measure overall satisfaction, customer loyalty, and ease of use for all our programs, as well as task completion for our websites. By asking the same questions across the board, we’ve been able to benchmark satisfaction over time for individual programs, as well as collectively across the office (18 programs in total).\u003c/p\u003e\n\u003cp\u003eIn 2015, we surveyed more than 8,800 customers from 135 government agencies via email, and also incorporated our core questions into the customer satisfaction surveys on several of our websites (including \u003ca href=\"https://www.usa.gov/\"\u003eUSA.gov\u003c/a\u003e), to hear from both agency and citizen customers.\u003c/p\u003e\n\u003cp\u003eFinally, we shared the survey data with the entire staff, and we instituted an action planning process to help our program managers evaluate the feedback, and take strategic, data-driven action to follow up on the findings.\u003c/p\u003e\n\u003ch2 id=\"easy-and-relevant\"\u003eEasy and Relevant\u003c/h2\u003e\n\u003cp\u003eThis year, we added a new core question, asking how easy it is for you to use our programs. We learned that we have some work to do in this area, particularly with more technical programs such as \u003ca href=\"https://www.fedramp.gov/\"\u003eFedRAMP (cloud computing)\u003c/a\u003e, \u003ca href=\"https://digital.gov/services/electronic-capital-planning-and-investment-control-ecpic/\"\u003eElectronic Capital Planning and Investment Control (eCPIC)\u003c/a\u003e, and \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/guides/dap/\"\u003eDigital Analytics Program (DAP)\u003c/a\u003e. In response, these programs now offer more frequent training, agency consultations and/or “office hours” for customers to call in and get one-on-one assistance.\u003c/p\u003e\n\u003cp\u003eIn the fast-moving tech world, it’s important to be proactive, so when a listserv conversation highlights a knowledge gap, we build a \u003ca href=\"https://digital.gov/digitalgov-university/\"\u003etraining class\u003c/a\u003e. When an agency wants to try a new social tool, we partner with them to implement a \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/federal-compatible-terms-of-service-agreements/\"\u003efederal-friendly terms of service agreement\u003c/a\u003e. We’re streamlining our training library with event recap articles, to help you quickly review the highlights if you don’t have time to watch an entire event. Finally, we’re curating \u003ca href=\"https://www.youtube.com/@DigitalGov/playlists\"\u003etopical playlists of video content\u003c/a\u003e to make it easier to find past events.\u003c/p\u003e\n\u003ch2 id=\"whats-working-well\"\u003eWhat’s Working Well\u003c/h2\u003e\n\u003cp\u003eDuring the the past three years, the GCXi showed us that our agency customers, those colleagues who work at other government agencies:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eDepend on the \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/\"\u003eCommunities of Practice\u003c/a\u003e we sponsor to network, learn from their peers and keep up-to-date on requirements and best practices. Thousands of you are listening and learning via our listservs, even if you don’t speak up.\u003c/li\u003e\n\u003cli\u003eWant to consume content (including \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/events/\"\u003ewebinars and training from DigitalGov University\u003c/a\u003e) when and where it’s most convenient for you (this is particularly important for people outside of DC).\u003c/li\u003e\n\u003cli\u003eAppreciate \u003ca href=\"https://digital.gov/services/directory/\"\u003eservices\u003c/a\u003e tailored to government—easy, free, timely and convenient.\u003c/li\u003e\n\u003cli\u003eLove the open sharing of data, through the new \u003ca href=\"https://analytics.usa.gov/\"\u003eanalytics dashboard\u003c/a\u003e, for example, with its ability for cross-agency benchmarking.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eSome of our favorite customer quotes include:\u003c/p\u003e\n\u003cblockquote\u003e\n\u003cp\u003e“This is one of the best things I have discovered in my government work.”\u003c/p\u003e\n\u003c/blockquote\u003e\n\u003cblockquote\u003e\n\u003cp\u003e“Presents innovative things happening in government in a way that others (myself included) feel like we can implement in our own agencies.”\u003c/p\u003e\n\u003c/blockquote\u003e\n\u003cblockquote\u003e\n\u003cp\u003e“Having one group coordinate and share knowledge that helps the entire community is incredibly useful and important.”\u003c/p\u003e\n\u003c/blockquote\u003e\n\u003ch2 id=\"we-heard-you\"\u003eWe Heard You\u003c/h2\u003e\n\u003cp\u003eWe also received a ton of constructive feedback that’s helping us to improve how we work, so we can better serve you. Here are some examples, along with changes we made:\u003c/p\u003e\n\u003cblockquote\u003e\n\u003cp\u003e“The meetups look awesome but…I don’t live in DC 🙁 “\u003c/p\u003e\n\u003c/blockquote\u003e\n\u003cul\u003e\n\u003cli\u003eWe improved remote participation options for our events, such as offering “online only” programming for large events, such as our 2015 DigitalGov Citizen Services Summit, or hosting hybrid events for both in-person and remote participants.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cblockquote\u003e\n\u003cp\u003e“I have not heard of anything referenced here except for FedRAMP, and I’ve been in the Government for 18 years! What are all these things?”\u003c/p\u003e\n\u003c/blockquote\u003e\n\u003cul\u003e\n\u003cli\u003eOur program managers are conducting more outreach, holding office hours and hosting training sessions to increase awareness of the services we offer to agencies.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cblockquote\u003e\n\u003cp\u003e“It would be nice if there was more information outreach and something that really simplified (walked-users through) what each of these components are and how to use them.”\u003c/p\u003e\n\u003c/blockquote\u003e\n\u003cul\u003e\n\u003cli\u003eMany programs now have “101” courses that cover the basics. Browse the playlists on the \u003ca href=\"https://www.youtube.com/@DigitalGov/playlists\"\u003eDigitalGov YouTube channel\u003c/a\u003e to see all the on-demand training available.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"whats-next\"\u003eWhat’s Next\u003c/h2\u003e\n\u003cp\u003eAs 2015 winds down, we’re looking ahead to continue this learning process in 2016. If you’ve participated in past GCXi surveys, we thank you for sharing your candid feedback. As you can see, we take it to heart and will continue to use your feedback to make our programs even better.\u003c/p\u003e\n\u003cp\u003eOur mission at GSA/OCSIT is to support other agencies, particularly with technology. What else can we do to make your job easier? You don’t have to wait for a survey to tell us—\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/about/\"\u003ewe’re always listening\u003c/a\u003e! If you have an idea or suggestion, please leave a comment here, or email the person who manages your favorite \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/\"\u003ecommunity of practice\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eTo wrap up, I want to share one final comment we received, which encompasses not just OCSIT, but all of you in our communities, too!\u003c/p\u003e\n\u003cblockquote\u003e\n\u003cp\u003e“Keep up the great work. It’s critical for us to keep talking, sharing and improving the way we ‘live digitally’ across government, and improve our services for our citizens!”\u003c/p\u003e\n\u003c/blockquote\u003e\n"}
  ]
}