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DELIVER SUPERIOR

CUSTOMER

EXPERIENCES

Deliver superior customer experiences

DELIVER SUPERIOR

CUSTOMER

EXPERIENCES

Consumer expectations are

shifting and soaring. Address

them by putting people at the

center—and designing from

the outside in.

Consumer expectations are shifting and soaring. Address them by putting people at the center—and designing from the outside in.

Consumer expectations are

shifting and soaring. Address

them by putting people at

thecenter—and designing

from the outside in.

ANTICIPATE LIQUID
EXPECTATIONS

Digital technology is now integral to everyday life. People use digital to communicate. To learn. To shop. To be entertained. And, increasingly, to interact with government. As private-sector innovators keep raising the bar for digital experiences, boundaries are blurring. Consumers now have “liquid expectations”—applying the same standards when engaging with retailers, schools, banks and federal agencies.

Consumers now expect any digital experience to offer:

Simplicity
People want to find and use information quickly. They also expect transactions and other processes to be easy to understand and complete. That’s true whether they’re ordering merchandise from an online retailer or reporting a major life event to government.

Transparency and responsiveness
When dealing with federal agencies, consumers want visibility into the process and status of their requests. They also expect timely responses to questions and concerns.

Customization
“Make it about me”: People expect digital platforms to prioritize content, serving up what’s most relevant to their individual needs.

Simplicity, transparency and responsiveness, and customization are just the starting points. Consumer expectations will keep growing and evolving. How can agencies meet—or exceed—the ever-changing targets? Start by putting the customer front and center. Design and improve digital services from the outside in. Work from a consumer’s perspective. And always view consumer experience as a top priority.

This approach looks a lot different from government’s traditional process-driven approach. It’s a big—but essential—shift.

DESIGN BETTER OUTCOMES

DESIGN BETTER OUTCOMES

DESIGN BETTER OUTCOMES

While the private sector offers a rich source of innovation, government’s legacy systems and regulatory considerations often mean commercial solutions can’t be dropped into a federal environment. To deliver better outcomes, look to other sectors for inspiration—and then tailor proven solutions to your agency’s unique mission.

Accenture works as your partner in finding bold ideas for meeting and exceeding evolving expectations: Improving customer and employee experiences. Driving higher adoption. Providing actionable insights at speed and scale. And doing it all while increasing efficiency.

Work with Accenture to turn bold ideas for better customer experiences into breakthrough outcomes for your agency.

While the private sector offers a rich source of innovation, government’s legacy systems and regulatory considerations often mean commercial solutions can’t be dropped into a federal environment. To deliver better outcomes, look to other sectors for inspiration—and then tailor proven solutions to your agency’s unique mission.

Accenture works as your partner in finding bold ideas for meeting and exceeding evolving expectations: Improving customer and employee experiences. Driving higher adoption. Providing actionable insights at speed and scale. And doing it all while increasing efficiency.

Work with Accenture to turn bold ideas for better customer experiences into breakthrough outcomes for your agency.

While the private sector offers a rich source of innovation, government’s legacy systems and regulatory considerations often mean commercial solutions can’t be dropped into a federal environment. To deliver better outcomes, look to other sectors for inspiration—and then tailor proven solutions to your agency’s unique mission.

Accenture works as your partner in finding bold ideas for meeting and exceeding evolving expectations: Improving customer and employee experiences. Driving higher adoption. Providing actionable insights at speed and scale. And doing it all while increasing efficiency.

Work with Accenture to turn bold ideas for better customer experiences into breakthrough outcomes for your agency.

WHAT IS SERVICE DESIGN

This catchy video explains Service Design in an engaging way, making it easy for anyone to understand why designing digital services around people who use them delivers better results.

Kathy Conrad

Director, Digital Government, Accenture Federal Services

Service Design, a tale of two coffee shops

DOWNLOAD THE VIDEO TRANSCRIPT [PDF]

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