Customer Experience
Resources on Customer Experience
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/trust in section 280.7
Guide to the Paperwork Reduction Act —A plain language guide which answers the most common questions to the PRA
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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 —Customer Experience (CX) is defined as the sum of all experiences a customer has with your organization. Since government is often a …
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Contact Center Technologies —A contact center is supported by many technologies designed to enhance the customer experience, improve the operating and management …
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Contact Center Guidelines —Contact Centers are becoming the hub for federal agencies to gather valuable, decision-making data to meet their missions. The Contact …
Join a Community of Practice
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Customer Experience —We are an interagency group of customer experience practitioners.
News and Events on Customer Experience
123 posts
Build Sites to Address the Entire User Journey
Promote Continuity to Better Support Customer Journeys
Experimenting with SpecialAnnouncement Markup (Updated June 09, 2020)
The American people need access to the most up-to-date public health guidance and information on coronavirus testing facilities. To help Americans find coronavirus information online, incorporate Schema.org’s new standard tags into all web pages related to COVID-19. — via The White House
A Guide For Agencies Building CX Capacity
Readability Audits of Government Websites with Katherine Spivey
Making a Mobile-Friendly Website Using the ADAPT Model
The team at USAGov analyzed more than 13,000 chats and phone calls from the public, in both English and Spanish, and then tagged these inquiries by popular topic area. These are the top questions our government-wide contact center received over the last four months. — via USA.gov
Building Trust with Users Through Open Communication and Feedback
Redesigning an Intranet Site: Final Stages, Launch, and Lessons Learned
Using Journey Mapping to Streamline Processes Across Agencies
Making Customer Satisfaction Data Actionable at the Peace Corps
Government Launches Login.Gov to Simplify Access to Public Services
