Customer experience

Improving customer experience drives better results in the federal government

Customer experience (CX) is the sum of the public's interactions with any government service. An intentional CX strategy is essential to building and maintaining public trust, improving the efficiency and effectiveness of government programs, and delivering better outcomes for the public. By focusing on the customer's needs and expectations, federal agencies can create more user-friendly and efficient processes, provide more timely and helpful support, and deliver better experiences. This can lead to increased public satisfaction, greater trust in government, and improved outcomes for all.

Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government

Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government

Customer experience: essential knowledge

Customer experience events

Next steps in the U.S. Web Design System’s inclusive usability research

USWDS Monthly Call - November 2023

The USWDS team will continue sharing our progress to improve ongoing research, publishing results and addressing recent findings.
Watch Video

Hosted by Digital.gov and the U.S. Web Design System

2023
Conducting user research with people with disabilities

USWDS Monthly Call - October 2023

This month, we’ll share progress and findings from our recent effort to improve our ongoing research practice.
Watch Video

Hosted by Digital.gov and the U.S. Web Design System

2023
User experience (UX) experts across the federal government will share case studies and best practices during this virtual summit.

Hosted by Digital.gov and the User Experience Community of Practice

2023
Tune in to learn what the Consumer Financial Protection Bureau (CFPB) is doing to ensure financial products and services are accessible to all consumers, including those with limited English proficiency.

Hosted by Digital.gov and the Multilingual Community of Practice and Communicators Community of Practice

2023

Customer experience news

2023 Federal Customer Experience (CX) Summit

The inaugural Federal CX Summit will be held November 16th, 2023. Featured speakers from across government will share how to focus on delivering impact to customers and building CX capacity, and will discuss innovations, trends, and technologies that can be leveraged to enhance customer experience at federal agencies. Register to attend this virtual event co-hosted by the Customer Experience Center of Excellence (CX CoE), 18F, and the CX Community of Practice. — via The Centers of Excellence

The Centers of Excellence logo

Nov 02, 2023

Resources on Customer experience

Tools and Services

  • USAGov and USAGov en Español

    A customer service platform that helps the public navigate the government space by providing topical information and services in English and Spanish.

  • Touchpoints

    Touchpoints offers a simple, flexible, and convenient way to start collecting customer feedback so you can focus on serving customers rather than managing surveys.

More News and Events on Customer experience

224 posts

Next steps in the U.S. Web Design System’s inclusive usability research

USWDS Monthly Call - November 2023

The USWDS team will continue sharing our progress to improve ongoing research, publishing results and addressing recent findings.
Watch Video

Hosted by Digital.gov and the U.S. Web Design System

2023

2023 Federal Customer Experience (CX) Summit

The inaugural Federal CX Summit will be held November 16th, 2023. Featured speakers from across government will share how to focus on delivering impact to customers and building CX capacity, and will discuss innovations, trends, and technologies that can be leveraged to enhance customer experience at federal agencies. Register to attend this virtual event co-hosted by the Customer Experience Center of Excellence (CX CoE), 18F, and the CX Community of Practice. — via The Centers of Excellence

The Centers of Excellence logo

Nov 02, 2023

Conducting user research with people with disabilities

USWDS Monthly Call - October 2023

This month, we’ll share progress and findings from our recent effort to improve our ongoing research practice.
Watch Video

Hosted by Digital.gov and the U.S. Web Design System

2023

Why the American People Deserve a Digital Government

OMB released new policy guidance for government that includes a variety of actions and standards to help federal agencies design, develop, and deliver modern websites and digital services. Memo M-23-22, Delivering a Digital-First Public Experience, will make it seamless for the public to obtain government information and services online, and help agencies fully implement the 21st Century Integrated Digital Experience Act (21st Century IDEA). — via The White House

The White House logo

Sep 22, 2023

How a Small Team Modernized a Federal Website to Improve CX

The recent redesign of the Office of Natural Resources Revenue (ONRR) website stands as an example for agencies seeking to enhance their online platforms. ONRR’s Open Data, Design, and Development (ODDD) team played a pivotal role in this website transformation by embracing open data, user-centered design, accessibility, collaboration, and continuous improvement. — via Performance.gov

Performance.gov logo

Jul 11, 2023

User experience (UX) experts across the federal government will share case studies and best practices during this virtual summit.

Hosted by Digital.gov and the User Experience Community of Practice

2023
Tune in to learn what the Consumer Financial Protection Bureau (CFPB) is doing to ensure financial products and services are accessible to all consumers, including those with limited English proficiency.

Hosted by Digital.gov and the Multilingual Community of Practice and Communicators Community of Practice

2023