Customer Experience Community of Practice

The Data Briefing: Ten Years of Digital Transformation—Lessons Learned

Jul 26, 2017 |

Since 2007, a major consulting firm has conducted an annual survey on organizations’ “Digital IQ.” In the ten years of organizations grappling with digital transformation, what has been learned? Read »

The Data Briefing: Ten Years of Digital Transformation—Lessons Learned

Improving Customer Experience with Digital Personas

Jun 20, 2017 |

Keeping the customer’s needs front and center is important when developing new digital tools. We recently developed a set of user personas as part of our work to establish a more robust—and data informed—understanding of the individuals that engage digitally with the National Archives (NARA). User personas are fictional, but realistic representations of key audience Read »

DigitalGov University in Review: 2016 Training Trends

Jan 11, 2017 |

DigitalGov University (DGU), the events platform for DigitalGov, provides programming to build and accelerate digital capacity by providing webinars and in-person events highlighting innovations, case studies, tools, and resources. Thanks to your participation, DGU hosted over 90 events with 6,648 attendees from over 100 agencies across federal, tribal, state, and local governments. Read »

Creative Usability Test Methods—or My Brief Career as a Robot Voice

Aug 31, 2016 |

When you want to do a usability test, sometimes you have to step out of your comfort zone and get creative to get the job done. That’s just what happened to us. We’re well practiced at usability testing at USAGov—in person, remote, hallway tests, first-click tests—all of these things we manage without blinking an eye. Read »

CSAT, NPS, and CES: 3 Easy Ways to Measure Customer Experience (CX)

Aug 5, 2016 |

Have you ever wondered how to measure a customer’s experience? I’ve thought about it, specifically about how to measure the experience with services from government agencies. This is a complex topic because government services can be vastly different from each other. These services range from: issuing fishing and hunting permits, social security benefits, unemployment insurance, Read »

What’s All The Fuss Around Customer Experience?

Jul 29, 2016 |

Have you been hearing the terms “Customer Experience” or “CX” a lot lately? Maybe you’re wondering how they relate to customer service, or maybe you want to learn more about CX and how it can help your customers. Whether you directly interact with customers, support front line employees, or manage program operations, your work has Read »

Improving Internal Communications: Best Practices

May 20, 2016 |

Customers are not the only group with whom we need to effectively communicate as we work to improve our quality of service. Effective communication between employees and leadership is critical to improving the customer experience. Front line employees interact with the public on a regular basis, and if employees do not have the information they Read »

Help Customer Experience Drive Change at Your Agency

May 10, 2016 |

With the recent launch of the Core Federal Services Council—which seeks to improve the customer experience for core federal programs by ensuring use of customer feedback data and identifying strategies—building on the Feedback USA pilot, the Federal Front Door and other customer experience initiatives, 2016 may in fact be the Year of the Customer. But, Read »

Picture This: 3 Ways to Zoom In On Cross-Agency Collaboration

Mar 4, 2016 |

Cross-agency collaboration in the federal government has become a prevalent topic, more widely spoken and written about in the recent past than ever before, thanks, in part, to a bigger-than-ever focus on customer experience as a way of thinking within government. Rising customer expectations, advances in technology, and recommendations from government oversight organizations continue to Read »

CX Community—Year One

Dec 30, 2015 |

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 Read »

Government Customer Service Update—Webinar Recap

Dec 14, 2015 |

OMB’s Lisa Danzig, who co-leads the Cross Agency Priority (CAP) Customer Service Goal with Carolyn Colvin, from the Social Security Administration, shared a status update on the CAP goal work they’ve done since we last spoke with her, earlier this year. Background When the public comes to the federal government for information and services, they Read »

Connecting with the Social and Behavioral Sciences Team

Dec 9, 2015 | ,

The new Social and Behavioral Sciences Team (SBST) aims to make government programs more effective and efficient. Amira Choueiki from the SBST joined us to explain what the SBST does, and to discuss some of the projects they’ve worked on. Amira also shared how agencies can propose projects for the SBST to tackle, and explained Read »

CX Data in Action Series: Case Study #1

Dec 7, 2015 | ,

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 Read »

Using Customer Feedback to Improve HealthCare.gov

Sep 17, 2015 |

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 Read »

How Will You Celebrate Customer Service Week?

Sep 11, 2015 |

In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week. Customer service is also a Cross-Agency Priority (CAP) Goal, tasking agencies to “deliver world-class customer services to citizens by making it faster and easier for individuals and businesses to complete transactions and have a Read »

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