Customer Experience
Resources on Customer Experience
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Contact Center Guidelines
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Contact Center Technologies
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Customer Experience Toolkit
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Guide to the Paperwork Reduction Act—A plain language guide which answers the most common questions to the PRA -
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 -
Tips for Starting Your Customer Experience Journey—Low-cost, low-lift actions that any federal employee can take to improve customer experience.
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News and Events on Customer Experience
163 posts
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
Mobile
Building Trust with Users Through Open Communication and Feedback
A look at how FEMA responds to user needs and bugs in their app development.
Redesigning an Intranet Site: Final Stages, Launch, and Lessons Learned
Helpful lessons from the National Center for Complementary and Integrative Health (NCCIH) on the redesign of an intranet.
Using Journey Mapping to Streamline Processes Across Agencies
How one team used journey mapping to improve the customer experience for newly naturalized citizens attempting to travel abroad.
Making Customer Satisfaction Data Actionable at the Peace Corps
Learn how measuring customer experience helped inform and guide website development at Peace Corps
Government Launches Login.Gov to Simplify Access to Public Services
Joel Minton, a member of the U.S. Digital Service, is working with GSA’s Technology Transformation Service as the director of login.gov. Tom Mills is the Chief Technology Architect at U.S. Customs and Border Protection. In early April, the U.S. Digital Service and 18F launched login.gov, a single sign-on solution for government websites that will enable
The Data Briefing: Ten Years of Digital Transformation—Lessons Learned
Since 2007, a major consulting firm has conducted an annual survey on organizations’ “Digital IQ.” In the ten years of organizations grappling with digital transformation, what has been learned?
Improving Customer Experience with Digital Personas
Keeping the customer’s needs front and center is important when developing new digital tools. We recently developed a set of user personas as part of our work to establish a more robust—and data informed—understanding of the individuals that engage digitally with the National Archives (NARA). User personas are fictional, but realistic representations of key audience
