Resources on Customer Experience
How to Present Like a Pro —Wendy Wagner-Smith of the Small Business Administration (SBA) shares her tips and tricks for presenting virtually.
Department of Homeland Security: Usability Testing Kit —A resource with four approaches to help federal employees perform usability testing.
OMB Circular A-11 Section 280: Managing Customer Experience and Improving Service Delivery —Guidance on how to measure customer experience, including questions on satisfaction and confidence and trust in section 280.7
Guide to the Paperwork Reduction Act —A plain language guide which answers the most common questions to the PRA
Tips for Starting Your Customer Experience Journey —Low-cost, low-lift actions that any federal employee can take to improve customer experience.
Customer Experience Toolkit —This Toolkit is intended to help government agencies improve how we deliver services and information to the public.
Required Web Content and Links —If you manage a public website in the federal government’s executive branch, various policies require you to have certain content—or …
Contact Center Technologies —A contact center is supported by many technologies designed to enhance the customer experience, improve the operating and management …
Contact Center Guidelines —Contact Centers are becoming the hub for federal agencies to gather valuable, decision-making data to meet their missions. The Contact …
Tools and Services
Touchpoints —Touchpoints offers a simple, flexible, and convenient way to start collecting customer feedback so you can focus on serving customers rather …
News and Events on Customer Experience
The Biden-Harris Administration’s President’s Management Agenda Vision (PMA) lays the foundation for an effective, equitable, and accountable government that delivers results for all Americans through three main priority areas. Periodically Performance.gov shares stories that highlight real world examples of one of the three PMA priorities. Follow along as they discuss the current approach of the USAGov team and what’s on the horizon for the USAGov website. — via Performance.gov
Measuring and Justifying the Government Experience—Private sector organizations use revenue as the primary measurement to justify improving experiences. Many government services don’t have revenue as a lever, so how can we justify work to improve experience? The Office of Natural Resources Revenue (ONRR) leveraged a few metrics on their team that fall into three categories: laws and regulations, improving the experience for users, and saving time for employees. — via DOI Revenue Data
Announcing the CX Maturity Model—A recent executive order on improving customer experience and service delivery holds 17 agencies accountable for 36 specific commitments, but it is a call to action for the entire federal government. The Customer Experience Center of Excellence (CX CoE) has created a Maturity Model, a framework to help organizations transform their federal service delivery. It is designed to provide organizations with a deeper understanding of how to measure their maturity level, and tactics to get to the next level. Although the CX Maturity Model does not represent or constitute official guidance, it can help you take your organization’s CX Maturity to the next level. Tailor the model to meet your agency’s specific needs. — via The Centers of Excellence
What is Customer Experience?—With the new Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government (Executive Order 14058), customer experience (CX) has become a buzzword in the federal government. Let’s take a look at what it is. — via DOI Revenue Data
Two Years of Federal Student Aid’s Virtual Assistant Lead to Lessons Learned and a Clear Vision of the Work Ahead
Celebrate Public Service Recognition Week with the #GovPossible Toolkit— Our first #GovPossible campaign for Public Service Recognition Week (PSRW) last year was a success and now we’re back! From Sunday, May 1 (the start of PSRW) through Friday, May 13, let’s celebrate public servants and the impact they have across federal, state, and local governments. Let’s show them their hard work has not gone unnoticed! — via Performance.gov
3 Examples of How USAGov Engaged With the Public in 2021—USAGov is the official guide to government services and information for the public. Its outreach team connects people to that information through USA.gov and USAGov en Español social media, email, and other delivery channels. 2021 was a busy year for the outreach team; here are a few highlights. — via USA.gov
Creating a New Way for People To Discover Government Benefits—To make it even easier for everyone to find services and benefits without needing to understand government structure, we’re developing a new digital tool in partnership with 10x, GSA’s incremental technology fund. BEARS, the Benefits Eligibility Awareness Resource Service, is an important step forward in providing an integrated, simple solution for federal benefits to improve the customer experience and will eventually cover all federal benefits from all agencies. — via USA.gov