Customer Experience
Resources on 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
DHS Usability Testing Kit
10x Announces 25 New Projects Launching This Fiscal Year
Equity, a Core Principle of Customer Experience
Two Years of Federal Student Aid’s Virtual Assistant Lead to Lessons Learned and a Clear Vision of the Work Ahead

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

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
Sunshine Week: How GSA Supports Open Government Principles

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
From Fellowship To Full-time: How a CFPB Software Engineer Helped Protect Consumers and Built a Career in Civic Tech
The Customer Experience (CX) Symposium Series: A Thought Incubator for Federal CX Practitioners
Call for Participation: 2022 Government UX Summit
Webinar Recap: Key Takeaways on Simplifying Hazard Communications With Plain Language
Digital Meets Culture: Getting Your Culture in Line With Your Digital Strategy
GSA Launches New Innovation Adoption Community of Practice

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