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
Resources on Customer Service
Guidance on how to measure customer experience, including questions on satisfaction and confidence and trust in section 280.7
Low-cost, low-lift actions that any federal employee can take to improve customer experience.
A list of government customer service policies and requirements.
The Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service “requires agencies that provide significant services directly to the public to identify and survey their customers, establish service standards and track performance against those standards, and benchmark customer service performance against the best in business.” View Executive Order 13571–Streamlining Service Delivery and Improving Customer Service
M-11-24 Implementing Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service
Memo M-11-24 is guidance to Implement Executive Order 13571.
Tools and Services
A customer service platform that helps the public navigate the government space by providing topical information and services in English and Spanish.
News and Events on Customer Service
Hosted by Digital.gov and the Web Managers Community of Practice
Your Experience Matters—The National Archives and Records Administration (NARA) provides a broad range of services to internal and external customers, including researchers, visitors, educators, genealogists, students, veterans, information technologists, federal agencies and more. Archivist of the United States (AOTUS) David Ferriero has hired the agency’s first Chief Customer Experience Officer, Stephanie Bogan, to help focus as an agency on the public’s experience. The agency’s management team has also been deputized to become their Customer Experience Executive Council in order to make customer-focused decisions for the agency and move it forward. — via National Archives and Records Administration
The USA.gov’s team launched a new analytics dashboard that shows the top pages and topics that are trending on USA.gov and USA.gov/espanol. This gives agencies a better window into the information the public needs most so they can prioritize that information and make it more accessible to their users. — via USA.gov