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
Resources on Customer Experience
This case study describes how two civic designers at different agencies embed equity in civic design to transform federal customer experience.
Wendy Wagner-Smith of the Small Business Administration (SBA) shares her tips and tricks for presenting virtually.
A resource with four approaches to help federal employees perform usability testing.
Guidance on how to measure customer experience, including questions on satisfaction and confidence and trust in section 280.7
A plain language guide which answers the most common questions to the PRA
This Toolkit is intended to help government agencies improve how we deliver services and information to the public.
Various policies require you to have certain content—or provide links to content—from specific places on your website.
Low-cost, low-lift actions that any federal employee can take to improve customer experience.
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 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
Tools and Services
Touchpoints offers a simple, flexible, and convenient way to start collecting customer feedback so you can focus on serving customers rather than managing surveys.
Join a Community of Practice
News and Events on Customer Experience
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
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
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 Office of Natural Resources Revenue
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 Office of Natural Resources Revenue