How CX Is Driving Government Modernization

Improving the "customer" experience (CX) for citizens interacting with the government has been a focus for several administrations. The reason is that better experience equals improved trust in government. It's critical that our systems live up to the promise of government for the people.

Defining the Pieces of CX

A critical part of getting experience right is understanding the different pieces that make up a customer experience. Words like "experience" and "service" are often used interchangeably when talking about CX efforts, but it is important to understand some key differentiators. Continue reading

Renewing the Focus on Citizen Experience

Citizen Experience (CX) has been an important focus for many government agencies, as well as a key tenant of the President's Management Agenda. Now with considerably more people depending on government support for everything from general public health information to loans to keep small businesses running to unemployment benefits, CX is more important than ever.

While government still scores poorly on customer satisfaction surveys when compared with commercial organizations, there have been a number of bright success stories in the federal market. Looking at what has worked, there are several themes that every agency should keep in mind when designing customer experience improvements.

Continue reading