Government agencies need to uncover their constituents’ real needs in order to establish customer-centered services and comply with mandates. User research programs help agencies do that, but they can be complicated. We identified key issues and steps to consider.
It’s time for agencies to set their sights on recruiting and retaining talent in 2023. How can they do that, when employees are getting choosier, competition is getting tougher and agencies are struggling with digital services?
Everyone wants to improve customer experience. But you can’t improve unless you know where you are, and where you’re going.
What enabled governments to respond to customer needs quickly while navigating the COVID-19 pandemic: human centered design.
Government has been slow to embrace the power of communication in its CX efforts. This must change. If the government wants to build trust through CX, it must start with communication. Anything less will fall short of the mark.
The President’s Management Agenda (PMA) is largely focused on the experience people have with government. There is one goal to strengthen and empower the Federal workforce and another focused on delivering excellent, equitable, and secure Federal services and customer experience. These two goals are closely linked as the better experience employees have, the better service… Read more »
While it feels uncomfortable to use the term “customer” for those seeking mental and emotional health care, the public sector customer experience lessons remain valid, and should be implemented in suicide prevention program design.
Here’s how to improve customer experiences through more thoughtful use of technology and cross collaboration.
Why is federal customer experience so hard?
You cannot drive change alone — or from within a silo. Great change takes great people aligned to a common vision. As you spread customer experience (CX) management practices in government, consider these three approaches to bring others along.