Using Customer Feedback to Improve HealthCare.gov
We recently polled the Customer Experience Community of Practice (CX-COP) to discover what kinds of training people needed most to improve customer experience at their agency.
Customer experience
Improving customer experience drives better results in the federal government
More News and Events on Customer experience
226 posts
How Will You Celebrate Customer Service Week?
In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week.
DigitalGov Summit Recap: No Longer the Team of No
During a panel discussion at the second annual DigitalGov Citizen Services Summit, a group of self-proclaimed naysayers came together to dispel myths and share advice to help everyone work together.
HUD’s Switchboard Puts Customer Experience and Customer Service Together
Customer experience is about making sure needs are met. It’s certainly not a new concept for business; every bookstore has a customer service section. Government agencies are slightly different though. Often people are driven to public services by need or regulation, not choice. Government traditionally didn’t need to court positive attention. The increasing prominence of
National Customer Service Week: Coming Soon!
Help us celebrate the Everyday Heroes in our agencies during Customer Service Week, October 5-9, 2015. In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week. The Principles and Practices Subgroup of the Customer Service Cross Agency Priority (CAP) Goal has started work on
Federal Student Aid Customer Experience Journey: A Recap
Customer Experience (CX) deserves a voice at an agency’s senior levels. Putting CX
Journey Mapping the Customer Experience: A USA.gov Case Study
Journey maps are a visual representation of a customer’s end to end journey with your product or service. They are a powerful tool for exploring key interactions and experiences with your organization, programs, and/or services. Journey maps describe a customer’s entire journey, even the parts that occur before and after contact with your organization. They
New Kid in Town: The Customer Experience Community
Cross-Agency Priority (CAP) Goals prioritize activities that all agencies must tackle each year. An important CAP Goal for 2015 addresses customer service and compels federal agencies to improve the quality of service the public receives from the federal government.
Community Rock Star Round Up
Around this month’s Communities Theme, the DigitalGov team thought we’d round up your community rock stars. These are people in your communities who’ve gone above and beyond, who’ve contributed content, organized events, participated in developing toolkits and more.
How the Nationals’ Customer Experience Principles Can Be a Home Run for Agencies
In June, the new Customer Experience Community of Practice (CX-COP) hosted Jonathan Stahl, Executive Director of Ballpark Operations and Guest Experience of the Washington Nationals, to share best practices on how to deliver a great customer experience.
DigitalGov Podcast: Leaders Come and Go, But Your Customers Will Remain
To provide great customer service, bring your agency’s customers to the table. This is one of many insights recently offered by Stephanie Thum, Vice President of Customer Experience at the Export-Import Bank of the United States.
2015 Customer Service Trends: a Mid-Year Update
Earlier this year, we published 15 Government Customer Service Trends for 2015. We’re halfway through the year now—how are these trends holding up? 1. Centralized Customer Offices A few agencies have created centralized customer offices, while others question the need for a single organization that focuses on the customer. As the public’s overall satisfaction with
Won’t You Help Your Neighbor? Communities Theme Month on DigitalGov
It’s a beautiful day in the DigitalGov neighborhood, and we want you to be our neighbor: no red sweater required. The strength of digital government depends on robust collaboration across agencies, offices, and disciplines. The virtual federal neighborhood collaborates through numerous communities of practice, each of which promotes the open exchange of ideas and resources.
DigitalGov Citizen Services Summit: Reflections from Our Livestream Host, and Full Recording Now Available!
The second annual DigitalGov Citizen Services Summit was held at GSA headquarters in Washington, DC on May 21, 2015.
A Conversation with OMB on Customer Service
We recently sat down with Lisa Danzig, who’s leading work at the Office of Management and Budget (OMB) on the FY15 Cross Agency Priority (CAP) goal on Customer Service (CS). The CS CAP goal aims to help agencies deliver world-class customer service to citizens that’s on par with leading private
Getting to Know Your Users: Tips and Tricks from Veterans Affairs
Design research isn’t rocket science. But for many of us in the federal government, it can seem daunting and unfamiliar. We’re here to to help demystify the process of design research for those of you ready to wade into the waters. We’ve both done our fair share of design researching at the Department of Veterans
Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)
Dennis Snow and Jeanne Bliss have always been the customer experience (CX) authorities in my mind. Dennis’s Lessons from the Mouse and Jeanne’s Chief Customer Officer were two of the first books I read that described what the practice of customer experience looked like in the halls of Fortune 500 companies like Lands End and Microsoft,
StudentAid.gov: Using Data to Empower Borrowers
It’s been a while, but in previous posts, I described what we’ve learned from operating StudentAid.gov, the U.S. Department of Education’s Office of Federal Student Aid website created to educate students and borrowers about the federal student aid programs and process and help them make informed decisions about financing college and career school. We first
5 Crucial Steps for Conducting an Effective Customer Interview
When focusing on customer experience, we all know that we need to truly understand our customer if we expect to provide them with an enjoyable experience. In an effort to do so, organizations often jump right to a survey to identify their customers’ needs and wants.
Top 5 Ways to Increase Email Survey Responses
Surveys are a great way to gain valuable insight into your customers’ true interests and needs. With the abundant number of survey tools available, it’s almost too easy to quickly put together a survey and send it out to your target audience.
