The federal government is aiming at a moving target when it comes to improving customer experience. As many federal agencies make progress on delivering readily accessible, user-friendly services, the private sector continues to innovate and set expectations even higher.
Steps that not long ago were considered to be innovative in government, such as bringing more services online, are quickly becoming commonplace. Astute federal leaders are now looking for more advanced customer experience practices to keep pace with rising citizen expectations.
This issue brief is part of a multiyear initiative by the Partnership for Public Service and Accenture Federal Services to help improve customer experience in government. It highlights three promising customer experience practices for government, which are fairly well-established in the private sector. They include doing rigorous, in-depth customer research; connecting customer interactions across service-delivery channels; and using online virtual assistants to quickly answer citizen questions.
This brief examines findings from federal agencies that have explored these strategies, and highlights challenges, lessons learned and results that can inform federal leaders as they seek innovative approaches to improving citizen services.DOWNLOAD BEYOND THE BASICS