Profile image forRachel Flagg

Rachel Flagg

GSA |
rachel.flagg@gsa.gov

Rachel is a digital strategist on the Service Design team in GSA’s Office of Customer Experience (OCE).

News and Events

Creating a Culture of Engagement – Webinar Recap

Employee engagement, evidenced by displays of dedication, persistence, effort and overall attachment to organization and mission, is a key factor in business success, but it can be a struggle for government organizations. Organizational leaders seeking to cultivate a culture of engagement need tangible examples of how to successfully move the needle in a positive direction.
Mar 18, 2016

Case Study: OCSIT’s Email Customer Survey Process

At GSA’s Office of Citizen Services and Innovative Technologies (OCSIT), we offer technology services and tools to make government work better. To help us gauge the effectiveness of the programs we offer to other government agencies, in 2013 we launched our first Government Customer Experience Index (GCXi) survey. This annual email survey consistently measures customer
Jan 29, 2016

Digging Into the Data of Our Customer Survey

As a followup to the recent post about our annual customer satisfaction survey, we wanted to dig into the data and share some of the overall results, to give you some more insights into how we’re using your feedback to improve our programs and services. Background: For the past three years, GSA’s Office of Citizen
Jan 05, 2016

CX Community—Year One

Customer experience, or CX, is everywhere these days. Companies tout how they’re improving the customer experience with faster service, greater convenience or better products. If you’re wondering how customer “experience” differs from customer “service,” customer service usually involves a single interaction, such as a phone call to your cable company, while the customer experience encompasses
Dec 30, 2015

OCSIT’s 2015 Customer Survey—What We Learned

Three years ago, GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) set out to design a system to consistently measure customer satisfaction across our office. We were inspired by the Digital Government Strategy, which tasks agencies to adopt a customer-centric approach to service delivery.
Dec 28, 2015

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

UX vs. CX: What’s the Dif? Part 2

In honor of World Usability Day, which happened on November 12, we’d like to demystify two extremely important and oft-confusing acronyms—CX and UX. Customer Experience (CX) and User Experience (UX), while related, focus on different aspects of service delivery.
Nov 20, 2015