Demonstrating the ROI of Improving Customer Experience within Government

The President’s Management Agenda is a multi-generational vision for reform that brings to government customers a “government experience” or GX that is meant to compares to or exceeds that of leading private sector organizations.

Transforming GX means:

1. Improving the usability and reliability of our most critical digital services;
   
   
2. Creating measurable improvements in customer satisfaction by using the principles and practices proven by leading private sector organizations;
   
   
3. Increasing trust in the Federal Government by improving the experience individuals and businesses have with Federal services whether online, in-person, or via phone; and
   
   
4. Leveraging technology to break down barriers and increase communication between Federal agencies and the individuals they serve.

While transformation is a key component of GX, measuring the effectiveness of such transformations is key to justify funding and “realize” the benefits of transformation initiatives. In the private sector, the effectiveness of investments (ROI) is a key indicator of performance. Government agencies should adopt a similar mindset to ensure the effectiveness of GX transformation.

This webinar will take an in-depth look at the return on investment government agencies are experiencing through measuring and quantifying the ROI of GX.