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Jacqueline Snee

Washington D.C.

Jacqueline Snee is a Customer Experience Strategist for the Customer Experience Team within GSA's Federal Citizen Information Center. While she loves all aspects of customer experience, her passion is employee engagement.

News and Events

CX Data in Action Series: Case Study #1

It’s not new that agencies are inundated with data, but what data should you collect to improve your agency’s programs and enhance the customer experience? The Department of Labor’s Employee Benefit Security Administration’s (EBSA) has been perfecting their process to collect actionable data for the past 14 years. EBSA is a regulatory agency that develops
Dec 07, 2015

Using Customer Feedback to Improve

We recently polled the Customer Experience Community of Practice (CX-COP) to discover what kinds of training people needed most to improve customer experience at their agency. The most requested topic was measurement: specifically tools, analytics, and how to turn customer data into action. To learn how agencies such as the Department of Health and Human
Sep 17, 2015

What is a “Customer Centric” Culture – Part 2

Since April of 2011 when President Obama signed Executive Order 13571 mandating agencies improve the quality of service they give to the public, agencies have been working through strategies to best fulfill this task. We at GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) were no exception. Back in September of 2013, we wrote
Aug 06, 2014