Everyone expects great customer service. In the federal environment, customer service is often tied to services that people rely on—even services that can save lives.
While the federal workforce has developed some citizen first customer service practices, the federal government falls short on delivering the customer experience that citizens expect and deserve.
How customer-centered is the federal government overall?
What does customer experience success look like?
What practical actions can leaders take to enrich citizen first customer service?
Produced through a collaboration between the Partnership for Public Service and Accenture Federal Services, this report is part of a multi-year effort to explore how government can meet the challenge of improving the customer experience.
Offering front-line perspectives from federal leaders themselves, this report highlights customer service successes and pinpoints areas where agencies can make progress to provide consistent and effective customer service to all. That’s government for the people.