How 21st Century IDEA Will Transform Government

Federal agencies have been measuring customer satisfaction since at least 1993, but benchmarking governmentwide results has not been possible because each agency uses its own approach.

There are, however, pockets of innovation across government, where customer experiences meet or exceed what private companies offer. Customer experience, or CX, is the sum of all experiences a customer has with your organization. Governmentwide, there is a movement to broaden that scope and ensure all agencies are providing a modern, streamlined, and responsive customer experience, comparable to the private sector.

A new law called the 21st Century Integrated Digital Experience Act, or 21st Century IDEA for short, is elevating the importance of CX in government. In this course, you will learn what the 21st Century IDEA is, how it will improve CX in government and what your agency can do to embrace this change.


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