For the past few weeks, the federal workforce has faced unprecedented challenges due to Department of Government Efficiency (DOGE) initiatives. These efforts, aimed at streamlining government operations, have resulted in significant layoffs, agency overhauls and a pervasive sense of uncertainty among public servants. Amidst this turmoil, it is imperative to refocus our attention on employee experience (EX) as a cornerstone for delivering exceptional customer experience (CX) in government services.
The Interconnection of EX and CX
A positive EX is foundational to achieving superior CX. When employees feel valued, supported, and engaged, they are more likely to deliver services that meet or exceed public expectations. Conversely, a demoralized workforce can lead to diminished service quality, adversely affecting public trust and satisfaction.
Research underscores this connection. A study by Eagle Hill Consulting revealed that 51% of federal workers believe EX directly impacts their ability to serve customers effectively. Yet only 33% feel their organizations prioritize employee satisfaction. This disparity highlights the need for agencies to invest in their workforce to enhance service delivery.
Current Challenges Under DOGE
The establishment of DOGE has introduced significant disruptions within federal agencies. Reports indicate mass layoffs and restructuring efforts, leading to a climate of fear and instability among remaining employees. For instance, the Department of Housing and Urban Development (HUD) anticipates potential layoffs of up to 50% of its staff, which could severely impact services for communities relying on HUD programs.
Such drastic measures not only undermine employee morale but also jeopardize the quality of services provided to the public. The erosion of institutional knowledge and the strain on remaining staff can lead to inefficiencies and decreased public satisfaction.
The Imperative to Prioritize EX
Considering these challenges, federal agencies must reaffirm their commitment to EX. This involves creating a supportive work environment, offering professional development opportunities and ensuring employees feel secure and valued in their roles.
Empowering employees is not merely a matter of internal policy; it has tangible effects on public interactions. As highlighted by Maximus, fostering a positive and empowering environment for federal employees enhances public interactions and strengthens the bridge between government services and the people they serve.
Strategies for Enhancing EX
- Open Communication: Maintain transparent dialogues with employees about organizational changes, addressing concerns and involving them in decision-making processes.
- Professional Development: Invest in training and career advancement opportunities to help employees adapt to changes and feel valued.
- Wellness Programs: Implement initiatives that support mental and physical well-being, recognizing the added stress during periods of transition.
- Recognition and Rewards: Acknowledge and reward the hard work and dedication of employees, fostering a culture of appreciation.
While the DOGE-led initiatives aim to enhance governmental efficiency, the approach has inadvertently compromised the well-being of federal employees and, by extension, the quality of services provided to the public. By prioritizing EX, agencies can navigate these challenging times more effectively, ensuring that the workforce remains resilient and capable of delivering exceptional services to the nation.
In the face of adversity, a renewed focus on the well-being of public servants is not just beneficial, but essential for the continued delivery of quality government services.
Todd Hager is Vice President of Strategic Advisory for Macro Solutions, providing leadership in strategy, innovation, modernization, and team enablement. His work has been instrumental within HHS starting with the COVID response, working closely with the HHS, ACF, and ARPA-H CIOs to plan for and modernize the infrastructure and teams, while helping to develop agile, “service-forward” orientations within and between teams.
Todd is the Industry Chair for the ACT-IAC Emerging Technology Community of Interest (COI) and is a 2021 Federal 100 Award winner. He is a certified PMP, a Certified Scrum Master (CSM), ITIL v3 certified and CMMI v2 certified.
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