Customer Experience

Resources on Customer Experience

Embedding Equity in Civic Design to Transform Customer Experience —
How to Present Like a Pro —Presenting and Instructing via Streaming Video Using TV Pros’ Techniques
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 —A list of required links that all federal websites need to have
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 …

Join a Community of Practice

Innovation Adoption —Our purpose is to build innovation and intrapreneurship capacity across government by investing in and nurturing innovation, …
Customer Experience —We are an interagency group of customer experience practitioners.

News and Events on Customer Experience

149 posts

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

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

Strategy

Equity, a Core Principle of Customer Experience

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

Lashanda Hodge

Aaron Stienstra

May 23, 2022

Two Years of Federal Student Aid’s Virtual Assistant Lead to Lessons Learned and a Clear Vision of the Work Ahead

Education’s FSA team behind Aidan® shares what they’ve learned over the past two years to help drive improvements and expand the product to a wider range of users.

Laura Nadel

Christine Wilkes

May 02, 2022

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

Apr 12, 2022

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

Apr 12, 2022

Transparency, Participation, and Collaboration

Sunshine Week: How GSA Supports Open Government Principles

Sunshine Week (March 13-19, 2022) celebrates the Government in the Sunshine Act, which promotes greater transparency in government activities. Our mission at GSA is to deliver effective and efficient government services for the American people. To do so, we have to be transparent and accessible—by opening meetings to the public, ensuring that federal buildings and facilities are fully accessible to all people, and making information on documents or pages (web pages, PDFs, newsletters, etc.) open and accessible. Learn about some of our initiatives that best display these principles.

GSA Blog Team

Mar 17, 2022

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

Mar 15, 2022

From Fellowship To Full-time: How a CFPB Software Engineer Helped Protect Consumers and Built a Career in Civic Tech

Anselm Bradford, a front-end engineer at the Consumer Financial Protection Bureau (CFPB), is using his tech skills to protect American consumers.

Chris Kuang

Mar 07, 2022

Customer Experience

The Customer Experience (CX) Symposium Series: A Thought Incubator for Federal CX Practitioners

What is the past, present, and future of public sector customer experience practice? The CX Symposium series gathers practitioners to map our way.

Sheev Davé

Ana Monroe

Jan 21, 2022

User Experience

Call for Participation: 2022 Government UX Summit

Learn more about the User Experience Summit submission process, and submit your presentations for consideration!

Jean Fox

Beth Martin

Jan 19, 2022

Plain Language

Webinar Recap: Key Takeaways on Simplifying Hazard Communications With Plain Language

An overview of the presentation by Danielle Nagele of NOAA at the 2021 Plain Language Summit. Learn how she and her team used feedback to decrease confusion and increase impact.

Rebecca Nelson

Jan 04, 2022

Strategy

Digital Meets Culture: Getting Your Culture in Line With Your Digital Strategy

A recap of the July 15, 2021 Digital.gov event hosted by the Web Managers Community.

Ruxi Giura

Sep 28, 2021

Innovation

GSA Launches New Innovation Adoption Community of Practice

Learn how you can get involved!

Bethany Blakey

Brooke Dine

Julia Begley

Jul 08, 2021

Your Experience Matters—The National Archives and Records Administration (NARA) provides a broad range of services to internal and external customers, including researchers, visitors, educators, genealogists, students, veterans, information technologists, federal agencies and more. Archivist of the United States (AOTUS) David Ferriero has hired the agency’s first Chief Customer Experience Officer, Stephanie Bogan, to help focus as an agency on the public’s experience. The agency’s management team has also been deputized to become their Customer Experience Executive Council in order to make customer-focused decisions for the agency and move it forward. — via National Archives and Records Administration

Jun 22, 2021

A/B Testing

How To Navigate Challenges to Successfully A/B Test Your Emails

The article will go over some best practices of implementing A/B testing on your emails.

Jenn Wingerberg

May 21, 2021

Communities

8 Ways Community of Practice (CoP) Managers Can Improve Member Engagement on Listservs

Are you a Digital.gov Community of Practice (CoP) lead? Find yourself participating in a CoP discussion and wondering what else you can do? We’ve got some suggestions.

Katherine Spivey

May 21, 2021