With the recent launch of the Core Federal Services Council—which seeks to improve the customer experience for core federal programs by ensuring use of customer feedback data and identifying strategies—building on the Feedback USA pilot, the Federal Front Door and other customer experience initiatives, 2016 may in fact be the Year of the Customer.
But, how do we ensure these efforts can build momentum and lead to meaningful change in government?
This month we’ll take a look at a variety of ways this change is occurring and the agents helping ensure the customer’s voice is heard:
- How to build genuine relationships with stakeholders by refining messages and tactics based on feedback
- How the USDA’s working to improve how customer experience information is disseminated to their front-line employees
- A look at the CX initiatives happening at GSA from its Chief Customer Service Officer
- An in-depth look at the new Core Federal Services Council and how it will help agencies improve their customer experience
- A look at the importance of balancing external and internal customer experience metrics
You can also check out the Customer Experience Toolkit, a library of case studies, tools and and agency examples that will help you improve your customer’s experience.
Know a federal employee or team who has improved the experience of their customers? Nominate them for the 2nd Annual Federal Customer Service Awards, by July 31.Edit