{
    "version" : "https://jsonfeed.org/version/1",
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    "type" : "single",
    "title" : "Customer Experience Toolkit |Digital.gov",
    "description": "Customer Experience Toolkit",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/customer-experience-toolkit/index.json","item" : [
    {"title" :"Customer Experience Toolkit","summary" : "This Toolkit is intended to help government agencies improve how we deliver services and information to the public.","date" : "2016-01-07T05:52:31-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "information-collection" : "Information collection"
            },"branch" : "bc-archive-content-3",
      "filename" :"customer-experience-toolkit.md",
      
      "filepath" :"resources/customer-experience-toolkit.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/customer-experience-toolkit.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/customer-experience-toolkit.md","slug" : "customer-experience-toolkit","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/customer-experience-toolkit/","weight" : "2","content" :"\u003cp\u003eCustomer Experience (CX) is defined as the sum of all experiences a customer has with your organization. Since government is often a sole-source service provider (e.g., there’s only one place to pay taxes, or get a driver’s license), CX is even more important in the public sector than in other organizations.\u003c/p\u003e\n\u003cp\u003eThis Toolkit is intended to help government agencies improve how we deliver services and information to the public.\u003c/p\u003e\n\u003cp\u003eHow to use this guide:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eHonestly assess where you’re doing well, and where you need some work, then use the resources below to help you improve\u003c/li\u003e\n\u003cli\u003eCoordinate internally, to ensure your agency “speaks with one voice” across the entire organization\u003c/li\u003e\n\u003cli\u003eStart small and iterate—focus on changes that will have a positive impact on the largest customer groups first\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eTopics covered in this toolkit include: \u003ca href=\"#strategy\" title=\"Strategy\"\u003eStrategy\u003c/a\u003e, \u003ca href=\"#governance\" title=\"Governance\"\u003eGovernance\u003c/a\u003e, \u003ca href=\"#culture\" title=\"Culture\"\u003eCulture\u003c/a\u003e, \u003ca href=\"#customer-understanding\" title=\"Customer Understanding\"\u003eCustomer Understanding\u003c/a\u003e, \u003ca href=\"#design\" title=\"Design\"\u003eDesign\u003c/a\u003e, \u003ca href=\"#measurement\" title=\"Measurement\"\u003eMeasurement\u003c/a\u003e, \u003ca href=\"#digital-services\" title=\"Digital Services\"\u003eDigital Services\u003c/a\u003e, and \u003ca href=\"#collaboration\" title=\"Collaboration\"\u003eCollaboration\u003c/a\u003e.\u003c/p\u003e\n\u003ch2 id=\"strategy\"\u003eStrategy\u003c/h2\u003e\n\u003cp\u003eMake the customer experience a strategic priority for your entire organization.\u003c/p\u003e\n\u003ch3 id=\"get-the-big-picture\"\u003eGet the big picture\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/\"\u003eExecutive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government\u003c/a\u003e (December 2021)\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://www.whitehouse.gov/briefing-room/statements-releases/2021/12/13/fact-sheet-putting-the-public-first-improving-customer-experience-and-service-delivery-for-the-american-people/\"\u003eFACT SHEET: Putting the Public First: Improving Customer Experience and Service Delivery for the American People\u003c/a\u003e (December 2021)\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf\"\u003eOMB Circular A-11 Section 280, Managing Customer Experience and Improving Service Delivery (PDF, 385 KB, 14 pages, August 2023)\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.congress.gov/115/plaws/publ336/PLAW-115publ336.htm\"\u003e21st Century Integrated Digital Experience Act (21st Century IDEA)\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.va.gov/ve/docs/cx/customer-experience-cookbook.pdf\"\u003eThe CX Cookbook: A Collection of Key Ingredients \u0026amp; Recipes for Embedding Customer Experience in Federal Services (PDF, 1.8 MB, 34 pages, 2020)\u003c/a\u003e - U.S. Department of Veterans Affairs\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2015/12/14/government-customer-service-update-webinar-recap/\"\u003eCustomer Service Cross-Agency Priority (CAP) Goal Update (2015)\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.govloop.com/wp-content/uploads/2015/10/CustomerServicePlaybook.pdf\"\u003eThe Customer Service Playbook for Government (PDF, 17.4 MB, 34 pages, 2015)\u003c/a\u003e - GovLoop\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://ourpublicservice.org/wp-content/uploads/2014/09/809b0d873a2bebe10611a1c4a054e5f0-1422459562.pdf\"\u003eServing Citizens: Strategies for Customer-Centered Government in the Digital Age (PDF, 1.3 MB, 44 pages, 2014)\u003c/a\u003e - Partnership for Public Service\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.govloop.com/govloop-research-report-re-imagining-customer-service-in-government/\"\u003eRe-Imagining Customer Service in Government\u003c/a\u003e - GovLoop\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"develop-a-strategy\"\u003eDevelop a strategy\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eIdentify what matters most to customers\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/event/2018/04/11/a-deep-dive-into-top-tasks-with-gerry-mcgovern/\"\u003eA Deep Dive Into Top Tasks with Gerry McGovern\u003c/a\u003e — one-hour webinar; Digital.gov Event\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://alistapart.com/article/what-really-matters-focusing-on-top-tasks\"\u003eWhat Really Matters: Focusing on Top Tasks\u003c/a\u003e – A List Apart\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.usability.gov/how-to-and-tools/methods/task-analysis.html\"\u003eTask Analysis\u003c/a\u003e – Usability.gov\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eDocument what the ideal customer experience looks like\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"http://customerthink.com/files2/resources/InMoment-CX-The-Art-of-the-Possible.pdf\"\u003eCX: The Art of the Possible (PDF, 2.1 MB, 13 pages, 2016)\u003c/a\u003e – InMoment/CustomerThink\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"share-high-level-priorities-and-goals\"\u003eShare high-level priorities and goals\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003ePublicly share goals and priorities to increase accountability\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://www.performance.gov/explore/goals/\"\u003eAgency Strategic Goals and Strategic Objectives\u003c/a\u003e – Performance.gov\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.performance.gov/pma/cx/\"\u003eBiden-Harris Administration\u0026rsquo;s President\u0026rsquo;s Management Agenda (PMA), Priority 2: Delivering Excellent, Equitable, and Secure Federal Services and Customer Experience\u003c/a\u003e – Performance.gov\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eSee what other agencies are doing\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://www.performance.gov/cx/\"\u003eHigh Impact Service Providers (HISPs)\u003c/a\u003e – Performance.gov\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.opm.gov/about-us/strategic-plan/\"\u003eStrategic Plan, Fiscal Years 2022-2026\u003c/a\u003e – U.S. Office of Personnel Management (OPM)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.opm.gov/about-us/strategic-plan/agency-priority-goals/\"\u003e2022-2023 Agency Priority Goals (AGPs)\u003c/a\u003e, and AGP Goal 3: \u003ca href=\"https://www.opm.gov/about-us/strategic-plan/goal-3-create-a-human-centered-customer-experience/\"\u003eCreate a human-centered customer experience\u003c/a\u003e – U.S. Office of Personnel Management (OPM)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.va.gov/oei/docs/va-strategic-plan-2022-2028.pdf\"\u003eFiscal Years 2022-28 Strategic Plan (PDF, 38.5 MB, 235 pages)\u003c/a\u003e — U.S. Department of Veterans Affairs\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.ssa.gov/vision2025/\"\u003eVision 2025\u003c/a\u003e – Social Security Administration (SSA)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.dhs.gov/cx\"\u003eImproving Customer Experience at DHS\u003c/a\u003e – U.S. Department of Homeland Security\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.pbgc.gov/about/policies/pg/customer-service-pledge\"\u003eCustomer Service Pledge\u003c/a\u003e and \u003ca href=\"https://www.pbgc.gov/about/policies/pg/customer-service-pledge\"\u003eStrategic Plan 2022-2026, Customer Service Plan (PDF, 1.9 MB, 3 pages)\u003c/a\u003e – Pension Benefit Guaranty Corporation (PBGC)\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"governance\"\u003eGovernance\u003c/h2\u003e\n\u003cp\u003eDesignate a single person to be responsible for the customer experience agency-wide; give them appropriate resources and authority to approve and monitor CX efforts and influence change across the entire organization.\u003c/p\u003e\n\u003ch3 id=\"hire-a-chief-customer-officer-cco\"\u003eHire a Chief Customer Officer (CCO)\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eFocus on collaboration and teamwork\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/Position-Description-for-Chief-Customer-Officer_Dec-2015.docx\"\u003eSample Chief Customer Officer position description\u003c/a\u003e (Word document, 23 KB, 4 pages) – General Services Administration (GSA)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/CCO-EvaluationTemplate.pdf\"\u003eSample CCO performance evaluation criteria\u003c/a\u003e (PDF, 83 KB, 2 pages) – GSA\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eEmpower the CCO to influence change across the entire organization\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2015/08/14/federal-student-aid-customer-experience-journey-a-recap/\"\u003eFederal Student Aid Customer Experience Journey: A Recap\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"stand-up-a-customer-team\"\u003eStand up a Customer Team\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003ePerformance Plans\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/CX-Consultant-Performance-Plan.xlsx\"\u003eSample CX Consultant performance plan\u003c/a\u003e (Excel spreadsheet, 82 KB, 2 tabs) – GSA\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003ePosition Descriptions (PDs)\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/resources/sample-position-descriptions-for-digital-government-jobs/\"\u003eSample PDs for Digital Government jobs\u003c/a\u003e - incl. usability, design, analytics\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eAgency examples\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/DHS-Customer-Service-and-Public-Engagement-Directorate-Overview.pptx\"\u003eCustomer Service and Public Engagement Directorate (CSPED) overview\u003c/a\u003e (PowerPoint presentation, 2 MB, 13 slides) and \u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/DHS-CSPED-Functional-Profile.docx\"\u003eFunctional Profile\u003c/a\u003e (Word document, 87 KB, 5 pages) – DHS/USCIS\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"coordinate-delivery-of-content-and-services\"\u003eCoordinate delivery of content and services\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eInstitute central oversight for cross-channel customer support\u003c/li\u003e\n\u003cli\u003eTrain all front-line employees across the entire organization on service level expectations and frequently asked questions (FAQs)\n\u003cul\u003e\n\u003cli\u003eShare contact center FAQs with all front-line staff\u003c/li\u003e\n\u003cli\u003eDevelop scripts for people who answer the phones\u003c/li\u003e\n\u003cli\u003eDocument boilerplate email responses to FAQs\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eIdentify content owners and establish editorial controls over content publication across the entire organization\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://blog.hubspot.com/marketing/omni-channel-user-experience-examples\"\u003e7 Inspiring Examples of Omni-Channel User Experiences\u003c/a\u003e – HubSpot\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/communities/web-content-managers/\"\u003eJoin the Web Managers Community of Practice\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/resources/required-web-content-and-links\"\u003eRequired Web Content and Links\u003c/a\u003e — A list of required links that all federal websites need to have.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2022/01/13/go-live-checklist-for-federal-websites/\"\u003eGo-Live Checklist for Federal Websites\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"follow-all-relevant-laws-and-policies\"\u003eFollow all relevant laws and policies\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/resources/government-customer-service-policies-requirements-1993-to-present/\"\u003eGovernment Customer Service Policies \u0026amp; Requirements\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"culture\"\u003eCulture\u003c/h2\u003e\n\u003cp\u003ePublish customer service standards and train all employees so they understand their role, responsibilities, expectations and behavioral norms in the customer experience ecosystem.\u003c/p\u003e\n\u003ch3 id=\"train-your-employees\"\u003eTrain your employees\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eEnsure all employees understand the importance of good customer service\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://www.youtube.com/playlist?list=PLd9b-GuOJ3nH7xSSjL1XBXPfVqw68BNbW\"\u003eCX Video Training Library\u003c/a\u003e – Digital.gov YouTube playlist\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://learn.sba.gov/learning-center-manage/understanding-your-customer\"\u003eUnderstanding Your Customer\u003c/a\u003e online training course (16 short videos, totalling 26 minutes) – Small Business Administration (SBA) Learning Center\u003c/li\u003e\n\u003cli\u003e2023 online training from \u003ca href=\"https://lab.opm.gov/\"\u003eLab @ OPM\u003c/a\u003e, Center for Leadership Development\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://leadership.opm.gov/programs.aspx?course=328\"\u003eDesign in Government: Designing Accessible Communications\u003c/a\u003e, a 3-day course, in April or August 2023.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://leadership.opm.gov/programs.aspx?course=234\"\u003eDesign in Government: Introduction to Human-Centered Design\u003c/a\u003e, a 3-day course, in January, May, or July 2023.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eProvide additional customer service training to front-line staff\n\u003cul\u003e\n\u003cli\u003eShare FAQs and boilerplate language, to ensure customers receive the same correct answer from everyone across the organization\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"build-a-customer-centric-culture\"\u003eBuild a customer-centric culture\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eLearn how to \u003ca href=\"https://www.youtube.com/watch?v=THvdtQQURZ0\"\u003eCreate a Culture of Engagement\u003c/a\u003e – YouTube video; Digital.gov Event\u003c/li\u003e\n\u003cli\u003eImprove the onboarding process for new employees\n\u003cul\u003e\n\u003cli\u003eDevelop a “New Employees” section on your intranet to help new hires easily find critical information\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eShare customer service expectations and stories on your intranet\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/DHS-USCIS-sample-intranet-content.pptx\"\u003eSample intranet content (PowerPoint presentation, 705 KB, 4 slides)\u003c/a\u003e – DHS/USCIS\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eEncourage employees to join the \u003ca href=\"https://digital.gov/communities/customer-experience/\"\u003eCX Community of Practice\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.performance.gov/cxday/\"\u003eCelebrate Customer Experience Day\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003eLearn from the private sector\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2015/07/22/how-the-nationals-customer-experience-principles-can-be-a-home-run-for-agencies/\"\u003eHow the Nationals’ Customer Experience Principles Can Be a Home Run for Agencies\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"hold-employees-accountable\"\u003eHold employees accountable\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eInclude customer service in performance rating criteria\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/GSA-Sample-Critical-Elements.xlsx\"\u003eSample performance rating elements\u003c/a\u003e (Excel spreadsheet, 23 KB, 5 tabs) – GSA\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"respond-to-employee-concerns\"\u003eRespond to employee concerns\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eRegularly ask for, listen to, and take action on feedback\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"http://www.fedview.opm.gov/\"\u003eFederal Employee Viewpoint Survey (EVS)\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"reward-success\"\u003eReward success\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eAcknowledge employees who provide great service\n\u003cul\u003e\n\u003cli\u003eDoesn’t have to be monetary—a simple “thank you” can go a long way\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"customer-understanding\"\u003eCustomer Understanding\u003c/h2\u003e\n\u003cp\u003eSystematically collect and analyze customer behavior and feedback to understand needs and expectations.\u003c/p\u003e\n\u003ch3 id=\"clearly-identify-who-youre-serving\"\u003eClearly identify who you’re serving\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/09/Understanding-Your-Customer.pdf\"\u003eGuide to Understanding Your Customer\u003c/a\u003e (PDF, 10 MB, 13 pages)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2015/05/29/getting-to-know-your-users-tips-and-tricks-from-veterans-affairs/\"\u003eGetting to Know Your Users: Tips and Tricks from Veterans Affairs\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003eSpend time in your customers’ shoes\n\u003cul\u003e\n\u003cli\u003eBe a “secret shopper” and interact with your agency from the outside in\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"bring-customers-to-life-with-personas\"\u003eBring customers to life with personas\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2015/01/09/personas-101/\"\u003ePersonas 101\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2015/04/06/using-personas-to-better-understand-customers-usa-gov-case-study/\"\u003eUsing Personas to Better Understand Customers: USA.gov Case Study\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003eSample personas.\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2016/09/29/voices-of-veterans-introducing-personas-to-better-understand-our-customers/\"\u003eVoices of Veterans: Introducing Personas to Better Understand Our Customers\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.va.gov/ve/docs/cx/customer-experience-improvements-2021.pdf\"\u003eFY 2021, Improving Customer Experiences, (PDF, 3.7 MB, 17 pages, 2021)\u003c/a\u003e — Veterans Experience Office (VEO), U.S. Dept of Veterans Affairs (VA)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/01/Marsh-Personas.pdf\"\u003eUSDA Personas and Use Cases (PDF, 581 KB, 7 pages)\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"map-the-entire-customer-journey\"\u003eMap the entire customer journey\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2015/08/12/journey-mapping-the-customer-experience-a-usa-gov-case-study/\"\u003eJourney Mapping the Customer Experience: A USA.gov Case Study\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003eMake it easy to complete common tasks\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/event/2018/04/11/a-deep-dive-into-top-tasks-with-gerry-mcgovern/\"\u003eA Deep Dive Into Top Tasks with Gerry McGovern\u003c/a\u003e — one-hour webinar; Digital.gov Event\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://designsystem.digital.gov/together/\"\u003e2022 Research Report: Inclusive Design Patterns\u003c/a\u003e — U.S. Web Design System (USWDS)\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://designsystem.digital.gov/patterns/\"\u003eInclusive design patterns\u003c/a\u003e, practical guidelines and best practices for common user interactions\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www2.ed.gov/about/top-tasks.html\"\u003eList of Top Customer Tasks\u003c/a\u003e – Department of Education (ED)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.va.gov/ve/docs/VeteranJourneyMapBlank.pdf\"\u003eTemplate: Veterans Journey Map (PDF, 65 kb, 1 page)\u003c/a\u003e — Veterans Experience Office (VEO), U.S. Dept of Veterans Affairs (VA)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.va.gov/ve/docs/VeteranJourneyMapBlankActivityGuide.docx\"\u003eTemplate: Veterans Journey Map Activity Guide (Docx, 2.2 MB, 4 pages)\u003c/a\u003e — VEO, VA\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.va.gov/ve/docs/VeteranJourneyMapWomenVets.pdf\"\u003eWomen Veterans Journey Map (PDF, 188 kb, 1 page)\u003c/a\u003e — VEO, VA\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"analyze-and-act-on-data\"\u003eAnalyze and act on data\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eInstitute processes to review customer feedback on a regular basis\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2015/09/17/using-customer-feedback-to-improve-healthcare-gov/\"\u003eUsing Customer Feedback to Improve Healthcare.gov\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eReview website and search data to identify the most-viewed, popular content\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/guides/dap/\"\u003eDAP/Google Analytics\u003c/a\u003e - web analytics\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.search.gov/\"\u003eSearch.gov\u003c/a\u003e - website search\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/communities/web-analytics-and-optimization/\"\u003eJoin the Web Analytics and Optimization Community of Practice\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"identify-common-questions\"\u003eIdentify common questions\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eAsk your contact center and front-line staff which questions they’re asked most often\u003c/li\u003e\n\u003cli\u003eDocument and share common questions\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://studentaid.gov/apply-for-aid/fafsa/filling-out/help\"\u003eFAFSA Help\u003c/a\u003e – ED\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://portal.hud.gov/hudportal/HUD?src=/faqs\"\u003eCommon Questions\u003c/a\u003e – Department of Housing and Urban Development (HUD)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.cdc.gov/tobacco/about/faq/index.htm\"\u003eFrequently Asked Questions: Smoking \u0026amp; Tobacco Use\u003c/a\u003e – CDC\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"design\"\u003eDesign\u003c/h2\u003e\n\u003cp\u003eImplement agile, iterative, customer-centric design processes for all customer interactions.\u003c/p\u003e\n\u003ch3 id=\"follow-design-best-practices\"\u003eFollow design best practices\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://designsystem.digital.gov/\"\u003eU.S. Web Design System (USWDS)\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://playbook.cio.gov/\"\u003eU.S. Digital Services Playbook\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://methods.18f.gov/\"\u003eMethod cards\u003c/a\u003e – 18F (GSA)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://ux-guide.18f.gov/\"\u003e18F User Experience Design Guide\u003c/a\u003e – 18F (GSA)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.gsa.gov/cdnstatic/HCD-Discovery-Guide-Interagency-v12-1.pdf\"\u003eHuman-Centered Design Field Guide (PDF, 1 MB, 18 pages, 2017)\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/resources/mobile-user-experience-guidelines/\"\u003eMobile User Experience Guidelines and Recommendations\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2015/12/09/connecting-with-the-social-and-behavioral-sciences-team/\"\u003eConnecting with the Social and Behavioral Sciences Team\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"be-accessible\"\u003eBe accessible\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/resources/#accessibility\"\u003eAccessibility Guides and Resources\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/resources/introduction-accessibility/\"\u003eAn Introduction to Accessibility (and why it matters)\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://accessibility.digital.gov/\"\u003eAccessibility for Teams\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/resources/best-practices-for-writing-for-accessible/\"\u003eBest Practices for Writing for the Accessible Web\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://accessibility.18f.gov/\"\u003e18F Accessibility Guide\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.section508.gov/\"\u003eSection508.gov\u003c/a\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://www.section508.gov/tools/coordinator-listing/\"\u003eFind your agency\u0026rsquo;s Section 508 Program Manager\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.access-board.gov/ict/\"\u003eInformation and Communication Technology Revised 508 Standards and 255 Guidelines\u003c/a\u003e – U.S. AccessBoard\u003c/li\u003e\n\u003cli\u003eOPM 2023 Training, Center for Leadership Development\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://leadership.opm.gov/programs.aspx?course=328\"\u003eDesign in Government: Designing Accessible Communications\u003c/a\u003e - April and August 2023 online courses\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"be-agile\"\u003eBe agile\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/event/2019/11/04/foundations-agile-i/\"\u003eFoundations in Agile, Part I\u003c/a\u003e, Digital.gov Event\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/event/2019/11/05/foundations-agile-ii/\"\u003eFoundations in Agile, Part II\u003c/a\u003e, Digital.gov Event\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2016/01/04/how-agile-development-can-benefit-federal-projects/\"\u003eHow Agile Development Can Benefit Federal Projects\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2016/01/14/why-people-contribute-to-federal-tech-projects-and-how-you-can-provide-a-good-experience/\"\u003eWhy People Contribute to Federal Tech Projects (And How You Can Provide a Good Experience)\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2015/01/16/how-to-run-an-agile-project-in-government/\"\u003eAgile Project Management in Government\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"streamline-contact-center-operations\"\u003eStreamline contact center operations\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/resources/contact-center-guidelines/\"\u003eContact Center Guidelines\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"use-plain-language\"\u003eUse plain language\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"http://www.plainlanguage.gov/howto/guidelines/FederalPLGuidelines/index.cfm\"\u003eFederal Plain Language Guidelines\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/resources/lessons-from-the-2021-federal-plain-language-report-card/\"\u003eLessons from the 2021 Federal Plain Language Report Card\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/resources/bilingual-glossaries-dictionaries-style-guides/\"\u003eBilingual Glossaries, Dictionaries, and Style Guides\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.youtube.com/watch?v=HdHAAaCNirk\"\u003eCustomer Experience Case Study: CDC’s Clear Communication Index\u003c/a\u003e – YouTube video\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/communities/plain-language/\"\u003eJoin the Plain Language Community of Practice\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/communities/multilingual/\"\u003eJoin the Multilingual Community of Practice\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"conduct-regular-and-ongoing-user-testing\"\u003eConduct regular and ongoing user testing\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"http://www.usability.gov/what-and-why/user-experience.html\"\u003eUser Experience Basics\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.usability.gov/how-to-and-tools/methods/index.html\"\u003eUser Research Methods\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.usability.gov/what-and-why/user-centered-government.html\"\u003eCreating a User-Centered Approach in Government\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.youtube.com/playlist?list=PLd9b-GuOJ3nGAp5rEv5-9qfkCMlgohUMr\"\u003eUX Training Video Library\u003c/a\u003e – DigitalGov University (DGU)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/communities/user-experience/\"\u003eJoin the User Experience (UX) Community of Practice\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"solicit-ideas-from-customers\"\u003eSolicit ideas from customers\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://www.challenge.gov/\"\u003eChallenge.gov\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.challenge.gov/community/\"\u003eJoin the Challenge and Prize Community of Practice\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"measurement\"\u003eMeasurement\u003c/h2\u003e\n\u003cp\u003eDefine a framework for collecting common customer metrics, measures and outcomes within and across channels; require every program to regularly measure customer satisfaction and act on customer feedback.\u003c/p\u003e\n\u003ch3 id=\"determine-service-levels-for-top-tasks\"\u003eDetermine service levels for top tasks\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/07/Report-of-the-Citizen-Service-Levels-Interagency-Committee-CSLIC-2005.doc\"\u003eReport of the Citizen Service Levels Interagency Committee\u003c/a\u003e (Word document, 238 KB, 16 pages, 2005) - CSLIC\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"standardize-processes\"\u003eStandardize processes\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eFollow policies and requirements\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/guides/dap/\"\u003eDigital Metrics Guidance and Best Practices\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://pra.digital.gov/\"\u003ePaperwork Reduction Act\u003c/a\u003e - includes Fast Track approval guidance\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eAdopt survey best practices\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://www.youtube.com/watch?v=9VxW7mFZUc4\u0026amp;list=PLd9b-GuOJ3nH7xSSjL1XBXPfVqw68BNbW\u0026amp;index=15\"\u003eDesigning a Better Customer Survey\u003c/a\u003e – video\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.clicktools.com/wp-content/uploads/2015/04/Navigating-the-Alphabet-Soup-of-Survey-Methodologies.pdf\"\u003eNavigating the Alphabet Soup of Survey Methodologies\u003c/a\u003e (PDF) – ClickTools\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/sample-CX-question-database.xlsx\"\u003eSample CX Question Database\u003c/a\u003e (Excel spreadsheet, 87 KB, 1 tab)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://media.clemson.edu/cbshs/prtm/research/resources-for-research-page-2/Vagias-Likert-Type-Scale-Response-Anchors.pdf\"\u003eLikert-Type Scale Response Anchors (PDF, 57 kb, 2 pages)\u003c/a\u003e – recommended wording and rating scales for a variety of survey questions\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eSample surveys\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/sample-survey-BusinessUSA.docx\"\u003eBusinessUSA\u003c/a\u003e (Word document, 29 KB, 2 pages) – Department of Commerce\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/sample-survey-Passports.docx\"\u003ePassports\u003c/a\u003e (Word document, 75 KB, 2 pages) – State Department\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/sample-survey-USAJOBS.xlsx\"\u003eUSAJOBS\u003c/a\u003e (Excel spreadsheet, 77 KB, 2 tabs) – OPM\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"use-shared-services\"\u003eUse shared services\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/guides/dap/\"\u003eDigital Analytics Program (DAP)\u003c/a\u003e - website analytics\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.search.gov/\"\u003eSearch.gov\u003c/a\u003e - hosted search service\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://federalist.18f.gov/\"\u003eFederalist\u003c/a\u003e - web publishing platform\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.doi.gov/fcg\"\u003eDOI Federal Consulting Group (FCG)\u003c/a\u003e - survey tools and analysis support\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"engage-your-team\"\u003eEngage your team\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eIdentify how each person/team contributes to the customer experience\u003c/li\u003e\n\u003cli\u003eTrain employees to use customer feedback\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2015/12/07/cx-data-in-action-series-case-study-1/\"\u003eCX Data in Action Series: Case Study #1\u003c/a\u003e - Department of Labor’s Employee Benefit Security Administration (EBSA)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.youtube.com/playlist?list=PLd9b-GuOJ3nFwlyvLFUtmDpYFKezhot8P\"\u003eAnalytics Video Training Library\u003c/a\u003e – DGU\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"publish-your-progress\"\u003ePublish your progress\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eDevelop reports and dashboards\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://www.youtube.com/watch?v=IYxi9KvYMok\u0026amp;list=PLd9b-GuOJ3nFwlyvLFUtmDpYFKezhot8P\u0026amp;index=14\"\u003eAbove and Beyond Metrics: Tell a Story with Reports\u003c/a\u003e – video\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://dashboard-setup.codeforamerica.org/\"\u003eCode for America Analytics Dashboard\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eAgency examples\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"http://www.cdc.gov/metrics/\"\u003eDigital Metrics Dashboard\u003c/a\u003e – CDC\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.dhs.gov/sites/default/files/publications/DHS-FY-2014-FY-2016-APR_1_0.pdf\"\u003eAnnual Performance Report—Fiscal Years 2014–2016\u003c/a\u003e (PDF, 3.1 KB, 136 Pages, 2014-2016) – DHS\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"digital-services\"\u003eDigital Services\u003c/h2\u003e\n\u003cp\u003eDevelop a Digital Business Strategy that embraces an improved customer experience, and empower and fund your digital services team to modernize agency websites and online systems to take advantage of new technologies.\u003c/p\u003e\n\u003ch3 id=\"deliver-anytime-anywhere-any-channel-government\"\u003eDeliver anytime, anywhere, any channel government\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eImprove digital interactions\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://obamawhitehouse.archives.gov/sites/default/files/omb/egov/digital-government/digital-government.html\"\u003eDigital Government Strategy\u003c/a\u003e – Whitehouse.gov\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.usds.gov/\"\u003eU.S. Digital Service\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003ePublish open, structured content\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/2015/06/01/finding-the-best-mobile-moment-is-the-first-stepping-stone-to-anytime-anywhere-government/\"\u003eFinding the Best Mobile Moment for Anytime, Anywhere Government\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eCoordinate across all channels (web, social, mobile, etc.)\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/services/u-s-digital-registry/\"\u003eU.S. Digital Registry\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/communities/social-media/\"\u003eJoin the Social Media Community of Practice\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"communicate-clearly\"\u003eCommunicate clearly\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://www.youtube.com/watch?v=j9FCji6-UJE\"\u003ePlain Language and Writing for the Web\u003c/a\u003e – video\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.dhs.gov/cx/glossary\"\u003eDHS CX Glossary\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/communities/federal-communicators-network/\"\u003eJoin the Federal Communicators Network\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"adopt-shared-services\"\u003eAdopt shared services\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUse \u003ca href=\"https://digital.gov/services/\"\u003eshared services\u003c/a\u003e to streamline and save money\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://coe.gsa.gov/coe/customer-experience.html\"\u003eCustomer Experience Center of Excellence\u003c/a\u003e (CX CoE)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.performance.gov/cx/assets/files/CX-Evaluation-and-Buying-Guide.pdf\"\u003eCustomer Experience Services Evaluation and Buying Guide (PDF, 823 KB, 2020)\u003c/a\u003e - guidance on purchasing Human-Centered Design (HCD) services\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"collaboration\"\u003eCollaboration\u003c/h2\u003e\n\u003cp\u003eCollaborate internally, and with other agencies and stakeholders, to improve the overall government customer experience.\u003c/p\u003e\n\u003ch3 id=\"work-together\"\u003eWork together\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eWork with your CCO and others across your agency\u003c/li\u003e\n\u003cli\u003eJoin the \u003ca href=\"https://digital.gov/communities/customer-experience/\"\u003eCX-COP community\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003eConsider joining \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/\"\u003eother communities of practice\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003eCoordinate service delivery where agency missions intersect\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://github.com/18f\"\u003eDevelop in the open\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"tap-the-wisdom-of-the-crowd\"\u003eTap the wisdom of the crowd\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://www.challenge.gov/#active-challenges\"\u003eConsider ideation competitions\u003c/a\u003e to find solutions.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"share-your-story\"\u003eShare your story\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://www.youtube.com/watch?v=DywmfyLpGQo\"\u003eGood Communication is a CX Imperative\u003c/a\u003e – video\u003c/li\u003e\n\u003cli\u003eDo you have a resource or case study to add to this Toolkit? If so, please \u003ca href=\"mailto:rachel.flagg@gsa.gov\"\u003eemail us\u003c/a\u003e.\u003c/li\u003e\n\u003c/ul\u003e\n"}
  ]
}