Digital is so integral to everyday life that it’s no longer “just” a technology. It’s how people live and work—how they shop, bank, learn, communicate with each other, and interact with a host of providers. Private-sector innovators continue to rapidly reshape expectations of what constitutes a great digital customer experience.
As a result, customer expectations keep growing and evolving—flowing like liquid from one experience to another. What does that mean to government agencies? For starters, it means it’s more important than ever to understand what customers want and need—and to put people first as when designing and supporting customer experience.
It also points to the reality that engaged employees and consistently positive customer experience (customer loyalty) are what drive organizational success. One of the best ways to deliver exceptional outcomes is by inviting those people—your employees and customers—to the table to help design and support breakthrough experiences.
Does that sound dramatically different from government’s traditional process-driven approach? It is. This represents a major—and essential—shift.
This shift is already underway. In fact, we’re applying this approach now as we help our federal clients bridge the gap from vision to real-world deployment, enabling exceptional service delivery and experiences that citizens love.
As part of an immense and global network, Accenture Federal Services combines bold, fresh thinking and a human-centric approach with practical application. This engages end users and stakeholders to produce innovative, high-quality digital services and solutions. The result? Reimagined experiences that delight customers and drive breakthrough outcomes.
Some examples of our work:
We helped develop a fully integrated visitor experience.
The collaboration between Accenture, NPF and NPS has resulted in a clear digital strategy and a plan for action that can be used to prioritize projects, build financial support and engage a broader population of park visitors. The practical roadmap positions NPS to achieve its ultimate goal: a fully integrated visitor experience, from planning trips online, to using mobile applications to guide park visits, to sharing park experiences via social media.
We're helped StudentLoans.gov major in digital.
With the Department of Education becoming the only direct lender of federal student loans and grants, Accenture built Studentloans.gov to handle a 300-percent increase in number of loans processed. The site features the latest digital technologies and enterprise-wide analytics. Our service design approach reflects commercial best practices and evolving customer expectations—including personalized, on-demand services.
“The site has processed more than 1.4 trillion dollars in aid for 58.4 million students and families since July 2004.”
We’re helping the SEC invest in a better digital user experience.
Accenture is helping the Securities and Exchange Commission (SEC) create an improved user experience for SEC.gov, one of the federal government’s busiest websites. Enhancements to the site will improve the reliability and consistency of timely, accurate information—including more than 21 million disclosure documents in the Electronic Data Gathering Retrieval (EDGAR) system—for investors, public companies, and citizens. We’re tackling the site’s visual style, navigation, and content and helping roll out social media integration, a responsive mobile framework, and improvements to existing site, content, and user analytics capabilities.
We helped the USPS deliver the world’s first national Intelligent Mail®.
By the 2000s, the United States Postal Service (USPS) was facing a host of challenges related to diversification, substitution, declining mail volumes, and structural changes in the industry. Collaborating with Accenture, USPS developed and, in just seven months, executed a breakthrough vision that made it the first postal organization in the world to offer national Intelligent Mail®.
Among the outcomes: the ability to measure and improve commercial performance, drive product innovation, enrich the customer experience, and sharpen operational insight.
We helped deliver a positive consumer experience, fast enrollment system, and greater accuracy.
In just six weeks, Accenture mobilized more than 500 skilled professionals to transition the project at an unprecedented speed. Within eight weeks, Accenture delivered significant technical improvements to the website, stabilizing it during the peak of HealthCare.gov’s initial enrollment period. This enabled millions of Americans to enroll in health insurance, many for the first time.
Momentum is strong to improve the customer experience with government agencies. The President’s Management Agenda and Cross-Agency Priority (CAP) Goals raise the bar and hold agencies to a high level of accountability for improved customer service.
Accenture Federal Services and The Partnership for Public Service have been addressing the challenge with agencies as part of a multi-year initiative. Our joint work has brought to light cross-agency challenges, best practices, and a renewed focus on the customer. See some of our co-authored thought leadership:
The task of improving customer experience has been underway for many federal agencies. Take a closer look at their take on some of the improvements being made.
Follow our Accenture Federal Services LinkedIn Company Page and learn how we help clients solve their toughest problems the first time—and change how people work and live. Because great outcomes are everything.