Customer Experience

Embedding Equity in Civic Design to Transform Customer Experience

This case study describes how two civic designers at different agencies embed equity in civic design to transform federal 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
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

Various policies require you to have certain content—or provide links to content—from specific places on your website.
Tips for Starting Your Customer Experience Journey

Low-cost, low-lift actions that any federal employee can take to improve customer experience.
Contact Center Technologies

A contact center is supported by many technologies designed to enhance the customer experience, improve the operating and management efficiency, or lower the overall costs of running a contact center. These technologies are: Automatic Call Distributor Systems Email Response Management Systems Intelligent Call Routing Interactive Voice Response Systems Knowledge Management Systems TTY/TDD Communications Toll-Free Telephone
Contact Center Guidelines

Contact Centers are becoming the hub for federal agencies to gather valuable, decision-making data to meet their missions. The Contact Center is no longer viewed as only a center to receive complaints, but as a valued operation in an agency’s strategy to deliver a quality customer experience. Customers want to speak to government agencies via

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.

Innovation Adoption

Our purpose is to build innovation and intrapreneurship capacity across government by investing in and nurturing innovation, intrapreneurship capabilities, and the innovation experience.
Customer Experience

We are an interagency group of customer experience practitioners.

News and Events on Customer Experience

166 posts

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

Sep 22, 2023

Quarterly PMA Updates Lead the Way for Improved Service Delivery and Trust-Building

Today, the Office of Management and Budget (OMB) released its latest updates to the President’s Management Agenda (PMA). This quarter, the Implementation Leads for Customer Experience (Priority 2) share updates on where we are with this PMA priority. — via Performance.gov

Aug 30, 2023

Reflections on a year in government from 11 U.S. Digital Corps fellows

To celebrate their first year in government, 11 U.S. Digital Corps Fellows reflect on what they have learned.

Jul 18, 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

Jul 11, 2023

How to choose the right metrics for your intranet

Explore key metrics to optimize your agency’s intranet to foster improved user engagement, experience, and overall satisfaction.

Jessica Dunbar

Jun 13, 2023

Personas: learn how to discover your audience, understand them, and pivot to address their needs

Advice from five federal experts on creating user personas.

Frances Carden

May 19, 2023

Who’s your website manager?

The importance of HR and accountability to improving digital service delivery at federal agencies.

Rachel Flagg

Gail Sprinkle

Mar 24, 2023

Understanding design in 10 questions

How the discipline of design can help your agency improve customer experience.

Ana Monroe

Mar 03, 2023

Digital governance at GSA

A peek into GSA’s internal processes for managing their websites and improving digital experience.

Rachel Flagg

Feb 23, 2023

Collaborate with the TTS Public Benefits Studio

The Benefits Studio is seeking feedback and collaboration as it explores texting as a tool to improve the public experience of benefits programs.

Amy Ashida

Emily Herrick

Alex Pandel

Feb 07, 2023

To Build Trust, Aim for Easy

Trust is earned through consistency and commitment. Build sites that build trust by considering user needs, respecting people’s time, and avoiding customer experience pitfalls.

Amanda Dean

Dec 13, 2022

Sunrise to Sunset: Building a Customer-centric Digital Ecosystem

GSA has developed the Digital Lifecycle Program, with tools and guidance to help teams manage a compliant, customer-centric digital property from ideation through sunsetting.

Ana Monroe

Oct 14, 2022

Taking a Design-led Approach to Digital Modernization

Learn how GSA uses collaboration, empathy, and existing expertise to modernize their digital portfolio and improve customer experience.

Ana Monroe

Oct 07, 2022

Your Federal Front Door: USA.gov and USAGov en Español are Focused on the Public

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

Oct 05, 2022

CXDay

CXDay—Help us celebrate and champion customer experience (CX) in government. Join Performance.gov and agencies across government for #CXDay on Tuesday, October 4th. — via Performance.gov

Sep 27, 2022

Measuring and Justifying the Government Experience

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 Office of Natural Resources Revenue

Aug 19, 2022

Announcing the CX Maturity Model

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

Jun 30, 2022

What is Customer Experience?

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 Office of Natural Resources Revenue

Jun 21, 2022

DHS Usability Testing Kit

Usability testing is a way to learn how easy or difficult it is for people to use something by observing them actually using it. The resources provided in this kit can help you systematize the process, produce reliable findings, and generally expand your ability to test service materials (i.e., paper and digital forms, mobile applications, web pages, etc.) thoroughly with real users — before you launch them out into the world.

U.S. Department of Homeland Security

Jun 13, 2022

10x Announces 25 New Projects Launching This Fiscal Year

Starting with a pool of nearly 200 ideas, 10x is excited to announce new projects to be funded at the Phase One Investigation level for FY22. Here’s how we got there, some observations made, and next steps.

Will Cahoe

Jun 09, 2022

Guidance for U.S. government websites and social media for:

Customer Experience

Resources on Customer Experience

Embedding Equity in Civic Design to Transform Customer Experience

How to Present Like a Pro

Department of Homeland Security: Usability Testing Kit

OMB Circular A-11 Section 280: Managing Customer Experience and Improving Service Delivery

Guide to the Paperwork Reduction Act