Customer Experience

DigitalGov Summit Recap: Innovation Through Customer Experience

Oct 30, 2015 |

Meeting customer needs can be done, no matter what agency you represent. A panel discussion at the 2015 DigitalGov Citizen Services Summit delved into customer experience (CX) work at three agencies with diverse missions. Andrew Hughey, Product Development Director at the Internal Revenue Service (IRS), moderated the panel that featured Stephanie Thum, Vice President of Read »

Gov Analytics Breakdown #2: Mobile Is Bigger than Ever

Oct 21, 2015 |

A review of the Digital Analytics Program (DAP) data confirms what many are already saying: Content is being viewed on mobile devices more than ever before, and the percentage of sessions via mobile devices is growing. Three things are evident when looking at the breakdown of sessions on federal government websites across device types over the Read »

National Customer Service Week Is Over, but Our Work Is Not!

Oct 20, 2015 |

Get your customer personas right, and you will improve the customer experience (CX) for the rest of your audience. That’s advice Rick Parrish from Forrester Research gave in response to an audience question during the September 29 DigitalGov University webinar on the state of CX in the federal government. Your key customers are those that are most important to the organization, and often most Read »

Understanding Your Customer

Sep 22, 2015 |

How well do you know your customers? There’s a new guide out from the Excellence In Government (EIG) Fellows Program to help you do just that. Led by the Partnership for Public Service, EIG is a federal government initiative to train future leaders. This year, three hundred federal employees took the EIG journey to learn 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 »

HUD’s Switchboard Puts Customer Experience and Customer Service Together

Aug 27, 2015 |

Customer experience is about making sure needs are met. It’s certainly not a new concept for business; every bookstore has a customer service section. Government agencies are slightly different though. Often people are driven to public services by need or regulation, not choice. Government traditionally didn’t need to court positive attention. The increasing prominence of Read »

Federal Student Aid Customer Experience Journey: A Recap

Aug 14, 2015 |

Customer Experience (CX) deserves a voice at an agency’s senior levels. Putting CX Read »

Journey Mapping the Customer Experience: A USA.gov Case Study

Aug 12, 2015 | ,

Journey maps are a visual representation of a customer’s end to end journey with your product or service. They are a powerful tool for exploring key interactions and experiences with your organization, programs, and/or services. Journey maps describe a customer’s entire journey, even the parts that occur before and after contact with your organization. They Read »

New Kid in Town: The Customer Experience Community

Jul 31, 2015 | ,

Cross-Agency Priority (CAP) Goals prioritize activities that all agencies must tackle each year. An important CAP Goal for 2015 addresses customer service and compels federal agencies to improve the quality of service the public receives from the federal government. To build on the momentum of this goal, the government Customer Experience Community of Practice (CX-COP) Read »

How the Nationals’ Customer Experience Principles Can Be a Home Run for Agencies

Jul 22, 2015 | ,

In June, the new Customer Experience Community of Practice (CX-COP) hosted Jonathan Stahl, Executive Director of Ballpark Operations and Guest Experience of the Washington Nationals, to share best practices on how to deliver a great customer experience. Below are four insights he shared. Develop and Read »

DigitalGov Podcast: Leaders Come and Go, But Your Customers Will Remain

Jul 17, 2015 |

To provide great customer service, bring your agency’s customers to the table. This is one of many insights recently offered by Stephanie Thum, Vice President of Customer Experience at the Export-Import Bank of the United States. Thum has previously written about customer experience for DigitalGov, including Three Ways to Evolve Your Agency’s Customer Mindset and Read »

2015 Customer Service Trends: a Mid-Year Update

Jul 8, 2015 |

Earlier this year, we published 15 Government Customer Service Trends for 2015. We’re halfway through the year now—how are these trends holding up? 1. Centralized Customer Offices A few agencies have created centralized customer offices, while others question the need for a single organization that focuses on the customer. As the public’s overall satisfaction with Read »

DigitalGov Citizen Services Summit: Reflections from Our Livestream Host, and Full Recording Now Available!

Jun 12, 2015 |

The second annual DigitalGov Citizen Services Summit was held at GSA headquarters in Washington, DC on May 21. This year’s Summit sold out early to in person attendees, attracted nearly 1,200 folks to sign up, and for the first time a live stream was offered for online viewers across the country. I was honored to serve Read »

A Conversation with OMB on Customer Service

May 29, 2015 |

We recently sat down with Lisa Danzig, who’s leading work at the Office of Management and Budget (OMB) on the FY15 Cross Agency Priority (CAP) goal on Customer Service (CS). The CS CAP goal aims to help agencies deliver world-class customer service to citizens that’s on par with leading private Read »

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