Customer Experience

The Content Corner: Is Scheduling Social Media Posts Truly Social?

May 23, 2016 |

Good communicators are always…well…evaluating the way they communicate. As we think of the “customer experience,” it is key to constantly consider your methods for engaging with your audience. Just as the platforms themselves continue to change to keep their audience, continuing to refine our ways of sending messages will assure that you don’t get left Read »

Kids.Gov Reenvisioned

May 23, 2016 |

At USAGov, we always put our customers first. In the wake of our rebranding efforts, our desire to create a positive user experience across the organization has pushed us to turn a scrutinous eye toward Kids.gov — a site focused on providing information and resources to parents, teachers, and kids. In a cross-organizational effort, individuals 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 »

Customer Experience Performance Metrics: Two Sides to Every Story

May 16, 2016 |

Performance metrics, targets and public reporting are not new in government; however, customer-oriented metrics have been underutilized and under-reported publicly for a long time. Today, as the principles of customer experience as a management discipline gain momentum across the federal government, there is an opportunity to use data to tell more of the story where 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 »

The Data Briefing: Chatbots and the Rise of Conversational Commerce and Citizen Experience

Apr 20, 2016 |

Ten months ago, I wrote about the rise of the post-app world in which mobile personal assistants would do the work of five to 10 apps combined. These mobile personal assistants, now known as chatbots, would work through conversational interfaces (voice and instant messaging, for example). The idea is to build more natural interfaces for people Read »

Creating a Culture of Engagement – Webinar Recap

Mar 18, 2016 | ,

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. 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 »

Case Study: OCSIT’s Email Customer Survey Process

Jan 29, 2016 |

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 Read »

Digging Into the Data of Our Customer Survey

Jan 5, 2016 |

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 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 »

OCSIT’s 2015 Customer Survey—What We Learned

Dec 28, 2015 |

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. Read »

After the Survey: Turning Customer Feedback into Action

Dec 22, 2015 |

Doing business with any U.S. government agency can be a daunting task. For example, in the case of customers new to EXIM Bank, there are application forms to complete, rules to understand, processes to navigate and conditions that have to be met in order to work with our agency. What our staff considers an “everyday” 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 »