Customer Experience

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 »

Getting to Know Your Users: Tips and Tricks from Veterans Affairs

May 29, 2015 | ,

Design research isn’t rocket science. But for many of us in the federal government, it can seem daunting and unfamiliar. We’re here to to help demystify the process of design research for those of you ready to wade into the waters. We’ve both done our fair share of design researching at the Department of Veterans Read »

Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)

May 28, 2015 |

Dennis Snow and Jeanne Bliss have always been the customer experience (CX) authorities in my mind. Dennis’s Lessons from the Mouse and Jeanne’s Chief Customer Officer were two of the first books I read that described what the practice of customer experience looked like in the halls of Fortune 500 companies like Lands End and Microsoft, Read »

StudentAid.gov: Using Data to Empower Borrowers

May 27, 2015 |

It’s been a while, but in previous posts, I described what we’ve learned from operating StudentAid.gov, the U.S. Department of Education’s Office of Federal Student Aid website created to educate students and borrowers about the federal student aid programs and process and help them make informed decisions about financing college and career school. We first Read »

5 Crucial Steps for Conducting an Effective Customer Interview

May 26, 2015 | ,

When focusing on customer experience, we all know that we need to truly understand our customer if we expect to provide them with an enjoyable experience. In an effort to do so, organizations often jump right to a survey to identify their customers’ needs and wants. While surveys are a great first step to understanding Read »

Top 5 Ways to Increase Email Survey Responses

May 20, 2015 |

Surveys are a great way to gain valuable insight into your customers’ true interests and needs. With the abundant number of survey tools available, it’s almost too easy to quickly put together a survey and send it out to your target audience. All too often, organizations will be in a hurry to get their survey Read »

Government Services Through a Life Events Approach

May 15, 2015 |

The federal government is increasingly focused on designing and delivering citizen-centered services with enhanced experiences that deliver value to customers. These ideals are established in the Presidential Management Agenda Customer Service Cross-Agency Priority Goal, the Digital Government Strategy, and various open government activities. Designing services to be responsive to be life events that drive public Read »

Our Customer is Your Customer: Working Together to Improve Search on .Gov Websites

May 14, 2015 |

We know search engines aren’t Magic 8 Balls, but that’s still how we expect them to behave. We want them to answer our complex and burning questions based on just a few words. And we’ve felt that frustration when the top search results don’t serve our needs, and the results page itself makes us work. Read »

Three Ways to Evolve Your Agency’s Customer Mindset

May 13, 2015 |

Customer experience (CX) improvement projects come in many forms, but evolving an agency’s entire mindset to be customer-focused requires far more in the way of commitment, time, staff and organizational patience. As the senior CX lead for a U.S. government agency and an advisory committee member to the President’s Cross-Agency Priority (CAP) goal on customer Read »

Sites Shares Its Path to Improve the Customer Experience

May 12, 2015 |

As the product manager of Sites, my job is to make sure that our service delivers what we offer: provide an easy, fast and cost‐effective solution for federal agencies that want to create a secure government website to reach the public. With 40 websites that are currently live or in active development, our program is Read »

Customer Experience Roundup 2015

May 11, 2015 |

This month, our round up focuses on customer experience (CX). As I was rounding up the CX events and articles we’ve shared on DigitalGov over the past year, I realized that CX touches all of the work we do. From Web to mobile to contact centers and social media, we need to not only be Read »

Customer Experience and User Experience Professionals – A Match Made in Heaven!

May 8, 2015 |

Recently, Forrester Research analyst Leah Buley wrote a blog post and report that reminded me of our “what’s the diff?” article on customer experience vs. user experience. In them, she describes the difference between customer experience professionals (CX) and user experience professionals (UX). A Forrester survey found that about 40% of the time, CX and UX are Read »

Monthly Theme: Customer Service in the Federal Digital Space

May 7, 2015 | ,

“The customer is king.” “The customer is always right.” Regardless of your feelings on these age-old customer service adages, the fact remains: we’re all serving someone. No matter what corner of the federal digital space you occupy, you are connecting with people, and the outcome of those connections matters. To recognize the importance of these Read »

How Much Will My Agency’s Contact Center Cost?

Apr 30, 2015 |

The federal government has caught the customer experience bug. We want our customers to complete their tasks with minimal effort using a streamlined process. If they need personal help, we want it to be quick, polite, and provide the best answer. But that personal help frequently requires a team of highly skilled, dedicated people—a contact Read »