Customer experience

Improving customer experience drives better results in the federal government

Customer experience (CX) is the sum of the public's interactions with any government service. An intentional CX strategy is essential to building and maintaining public trust, improving the efficiency and effectiveness of government programs, and delivering better outcomes for the public. By focusing on the customer's needs and expectations, federal agencies can create more user-friendly and efficient processes, provide more timely and helpful support, and deliver better experiences. This can lead to increased public satisfaction, greater trust in government, and improved outcomes for all.

Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government

Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government

Customer experience: essential knowledge

Customer experience events

Annual Gathering

Spring 2024 Community Summit

Digital service experts across the federal government will share case studies and best practices on delivering a digital-first public experience.
2024
Next steps in the U.S. Web Design System’s inclusive usability research

USWDS Monthly Call - November 2023

The USWDS team will continue sharing our progress to improve ongoing research, publishing results and addressing recent findings.
Watch Video
2023
Conducting user research with people with disabilities

USWDS Monthly Call - October 2023

This month, we’ll share progress and findings from our recent effort to improve our ongoing research practice.
Watch Video
2023
User experience (UX) experts across the federal government will share case studies and best practices during this virtual summit.
2023

Customer experience news

User research and the Paperwork Reduction Act

User research is an important part of customer experience transformation. Different types of research require different approval under the Paperwork Reduction Act (PRA). Through seven case studies, the U.S. Digital Service shows how agencies conducted valuable user research that did not require PRA approval and successfully integrated findings into their projects. Their work illustrates how thoughtful user research transforms delivery of services and helps agencies build trust in government.— via U.S. Digital Service

usds logo
Aug 20, 2024

Developing an easier way to recruit user research participants

USA.gov and 10x recently partnered to develop a new user research recruitment page. The page launched in February 2024 and has attracted hundreds of sign-ups. It allows participants to assist in testing government websites for compensation, and helps teams find participants that match needed demographics. By simplifying the process and expanding recruitment of diverse populations, the initiative aims to support and streamline user research. It plans to add recruitment opportunities in additional languages and recruit more specific audiences for future studies.— via USA.gov

usagov logo
Aug 06, 2024

Federal customer experience: OMB has taken actions to implement cross-agency priority goals

In 2021, the President’s Management Agenda identified federal customer experience as a priority area for improvement. To implement this priority area, the Office of Management and Budget (OMB) set two long-term, cross-agency priority (CAP) goals. In this study, the Government Accountability Office (GAO) reviews OMB and selected federal agencies’ efforts towards these CAP goals. Learn about actions taken by OMB and selected High Impact Service Providers (HISPs), how OMB has facilitated interagency collaboration, and the extent to which OMB has overseen and assessed progress on these CAP goals.— via Government Accountability Office

gao logo
Jun 06, 2024

Progress towards delivering a digital-first public experience

Each year, more than 400 million individuals, families, businesses, organizations, and local governments get information and services from about 430 federal agencies and sub-agencies. The Biden-Harris administration is driving a bold vision for how government agencies serve their customers digitally with OMB’s ten-year roadmap for a modern digital experience. Agencies have already made significant strides. Learn about recent successes by the IRS, CDC, NASA, and FEMA, and how OMB will continue to collaborate with agencies to ensure ongoing improvement in digital government services.— via The White House

whitehouse logo
Apr 17, 2024

Resources on Customer experience

Tools and Services

  • USAGov and USAGov en Español

    A customer service platform that helps the public navigate the government space by providing topical information and services in English and Spanish.

  • Touchpoints

    Touchpoints offers a simple, flexible, and convenient way to start collecting customer feedback so you can focus on serving customers rather than managing surveys.

More News and Events on Customer experience

233 posts

User research and the Paperwork Reduction Act

User research is an important part of customer experience transformation. Different types of research require different approval under the Paperwork Reduction Act (PRA). Through seven case studies, the U.S. Digital Service shows how agencies conducted valuable user research that did not require PRA approval and successfully integrated findings into their projects. Their work illustrates how thoughtful user research transforms delivery of services and helps agencies build trust in government.— via U.S. Digital Service

usds logo
Aug 20, 2024

Developing an easier way to recruit user research participants

USA.gov and 10x recently partnered to develop a new user research recruitment page. The page launched in February 2024 and has attracted hundreds of sign-ups. It allows participants to assist in testing government websites for compensation, and helps teams find participants that match needed demographics. By simplifying the process and expanding recruitment of diverse populations, the initiative aims to support and streamline user research. It plans to add recruitment opportunities in additional languages and recruit more specific audiences for future studies.— via USA.gov

usagov logo
Aug 06, 2024

Federal customer experience: OMB has taken actions to implement cross-agency priority goals

In 2021, the President’s Management Agenda identified federal customer experience as a priority area for improvement. To implement this priority area, the Office of Management and Budget (OMB) set two long-term, cross-agency priority (CAP) goals. In this study, the Government Accountability Office (GAO) reviews OMB and selected federal agencies’ efforts towards these CAP goals. Learn about actions taken by OMB and selected High Impact Service Providers (HISPs), how OMB has facilitated interagency collaboration, and the extent to which OMB has overseen and assessed progress on these CAP goals.— via Government Accountability Office

gao logo
Jun 06, 2024

Progress towards delivering a digital-first public experience

Each year, more than 400 million individuals, families, businesses, organizations, and local governments get information and services from about 430 federal agencies and sub-agencies. The Biden-Harris administration is driving a bold vision for how government agencies serve their customers digitally with OMB’s ten-year roadmap for a modern digital experience. Agencies have already made significant strides. Learn about recent successes by the IRS, CDC, NASA, and FEMA, and how OMB will continue to collaborate with agencies to ensure ongoing improvement in digital government services.— via The White House

whitehouse logo
Apr 17, 2024
Annual Gathering

Spring 2024 Community Summit

Digital service experts across the federal government will share case studies and best practices on delivering a digital-first public experience.
2024

Customer experience: beyond surveys

Want to measure customer experience? Surveys aren’t the only way! Consider these guiding questions to help your team select an approach based on what you want to learn.— via 18F

18f logo
Mar 05, 2024
Next steps in the U.S. Web Design System’s inclusive usability research

USWDS Monthly Call - November 2023

The USWDS team will continue sharing our progress to improve ongoing research, publishing results and addressing recent findings.
Watch Video
2023

2023 Federal Customer Experience (CX) Summit

The inaugural Federal CX Summit will be held November 16th, 2023. Featured speakers from across government will share how to focus on delivering impact to customers and building CX capacity, and will discuss innovations, trends, and technologies that can be leveraged to enhance customer experience at federal agencies. Register to attend this virtual event co-hosted by the Customer Experience Center of Excellence (CX CoE), 18F, and the CX Community of Practice.— via The Centers of Excellence

coe logo
Nov 02, 2023
Conducting user research with people with disabilities

USWDS Monthly Call - October 2023

This month, we’ll share progress and findings from our recent effort to improve our ongoing research practice.
Watch Video
2023

Why the American People Deserve a Digital Government

OMB released new policy guidance for government that includes a variety of actions and standards to help federal agencies design, develop, and deliver modern websites and digital services. Memo M-23-22, Delivering a Digital-First Public Experience, will make it seamless for the public to obtain government information and services online, and help agencies fully implement the 21st Century Integrated Digital Experience Act (21st Century IDEA).— via The White House

whitehouse logo
Sep 22, 2023

How a Small Team Modernized a Federal Website to Improve CX

The recent redesign of the Office of Natural Resources Revenue (ONRR) website stands as an example for agencies seeking to enhance their online platforms. ONRR’s Open Data, Design, and Development (ODDD) team played a pivotal role in this website transformation by embracing open data, user-centered design, accessibility, collaboration, and continuous improvement.— via Performance.gov

performancegov logo
Jul 11, 2023