Government’s Customer Experience Playbook

Long lines, red tape, confusing websites and wasted afternoons. These descriptions have all been used to define interactions with government agencies.

Although true, they don’t tell the whole story. There are pockets of innovation where the experiences that government provides meet or exceed what private companies offer — some of which we highlight in this guide.

That’s quite a feat for government agencies, considering that customer experience (CX) has long been tied to the delivery of goods and services in the private sector. For this guide, we define CX as the sum of all interactions over time that people and businesses have with an agency. Every employee plays a role, and it must be a central part of their job function and your agency’s overall mission.

To get you up to speed on CX efforts in government, this guide offers practical tips to improve CX from government experts who are leading the charge at small, medium and large agencies. We also explore how legislation such as the 21st Century Integrated Digital Experience Act (IDEA), the President’s Management Agenda (PMA), state and local customer-focused legislation, and technology advancements are driving better CX across government.

You’ll learn:

• What’s new in the CX landscape across federal, state and local governments.

• The core functions of a successful CX program and how agencies are applying them.

• How to assess the maturity of CX efforts at your agency and more.