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Collaborative approaches to federal customer experience

December 6, 2022 5-MINUTE READ


In brief

Executive summary

Designing a government for the people

Fully authorize and hire for the talent needs of a customer-centric government, both within and across agencies, and professionalize the customer experience career field.

Fully and flexibly fund customer experience budgets from the customer’s perspective, allowing for cross-agency investments, programs and resources.

Enable common customer data sharing in a secure environment—supported by emerging technologies and centralized data-sharing authorities and agreements—and by passing legislation such as the Federal Agency Customer Experience Act.

Redesign regulatory and statutory customer experience frameworks to streamline recertification, access and eligibility; make COVID-19 driven flexibilities permanent; and build a culture of decision-making that consistently works to the customer’s benefit.

Profiles of high-impact federal services