Skip to main content Skip to footer

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


Kathy Conrad

Director – Accenture Federal Services, Digital Government

Megan Peterman

Managing Director – Accenture Federal Services, Accenture Federal Studio & Customer Experience Practice Lead

Related capabilities

Accenture Federal Studio

We design and deliver services, solutions and products that radically simplify how people engage with government.

Digital government innovation

Meeting 21st-century challenges will require federal agencies to innovate more, deliver better citizen experiences, and operate more effectively.

Federal workforce transformation

Our workforce transformation model aligns your agency’s operating model, leadership, talent and culture for sustainable success.