A better customer experience simplifies and speeds how citizens get government services—and it can advance missions.
One of the best ways to make government work better for the American people is by improving the customer experience with government services. This means making it a top priority to simplify and speed the way people get help with their taxes, obtain benefits, make their way through airport security and get the myriad other services government provides.
Astute federal leaders recognize what the private sector has long known: The benefits of improving the customer experience go well beyond satisfied customers. It also can advance the mission by increasing efficiency and lowering the cost of providing services.
In researching these efforts in government, the Partnership for Public Service and Accenture Federal Services found many examples of how providing a better customer experience can help agencies achieve important goals.
Offering impactful examples from federal and other agencies, this report highlights the dramatic improvements that can be achieved and provides recommendations on ways to advance reforms.