Customer experience

Improving customer experience drives better results in the federal government

More News and Events on Customer experience

237 posts

OCSIT’s 2015 Customer Survey—What We Learned

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.

Dec 28, 2015

After the Survey: Turning Customer Feedback into Action

Doing business with any U.S. government agency can be a daunting task. For example, in the case of customers new to EXIM Bank, there are application forms to complete, rules to understand, processes to navigate and conditions that have to be met in order to work with our agency.

Dec 22, 2015

CX Data in Action Series: Case Study #1

It’s not new that agencies are inundated with data, but what data should you collect to improve your agency’s programs and enhance the customer experience? The Department of Labor’s Employee Benefit Security Administration’s (EBSA) has been perfecting their process to collect actionable data for the past 14 years.

Dec 07, 2015

UX vs. CX: What’s the Dif? Part 2

In honor of World Usability Day, which happened on November 12, we’d like to demystify two extremely important and oft-confusing acronyms—CX and UX. Customer Experience (CX) and User Experience (UX), while related, focus on different aspects of service delivery.

Nov 20, 2015

National Customer Service Week Is Over, but Our Work Is Not!

Get your customer personas right, and you will improve the customer experience (CX) for the rest of your audience. That’s advice Rick Parrish from Forrester Research gave in response to an audience question during the September 29 DigitalGov University webinar on the state of CX in the federal government. Your key customers are those that are most important to the organization, and often most

Oct 20, 2015

Understanding Your Customer

How well do you know your customers? There’s a new guide out from the Excellence In Government (EIG) Fellows Program to help you do just that. Led by the Partnership for Public Service, EIG is a federal government initiative to train future leaders. This year, three hundred federal employees took the EIG journey to learn

Sep 22, 2015

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

Aug 27, 2015

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

Aug 24, 2015

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

Aug 12, 2015

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.

Jul 30, 2015