CROSS AGENCY PRIORITY (CAP) GOAL CUSTOMER EXPERIENCE (CX) INTERAGENCY TEAM
The Customer Experience (CX) Cross Agency Priority (CAP) Goal team has been working tirelessly to transform the CX of citizens by improving the usability and reliability of our Federal Government. The cross-agency team has been focusing on:
Identifying and improving the most critical digital services;
Creating measurable improvements in customer satisfaction by using the principles and practices proven by leading private sector organizations;
Increasing trust in the Federal Government by improving the experience citizens and businesses have with Federal services whether online, in-person, or via phone; and
Leveraging technology to break down barriers and increase communication between Federal agencies and the citizens they serve.
Specific accomplishments include:
Implementing the First-of-its-Kind Federal Customer Experience Guidance
Establishing a set of government-wide CX metrics in alignment with leading practices from both the private and public sectors in an effort to develop comparable, government-wide scores that will enable cross-agency benchmarking (when relevant) and general indication of an agency’s customer’s overall satisfaction.
Completing a Government-wide Customer Experience Journey Map Pilot to document the perspective of individuals navigating Federal services irrespective of how the government is organized to further identify some of the most critical bottlenecks and high-impact areas for improvement.
Completed journey map of a Service member/Veteran seeking employment crossing DOL, DOD, VA, OPM, and SBA programs; conducted primary research and interviews with more than 50 individuals, currently refining recommendations of priority areas for improvement initiatives
Documented and templatized cross-agency process including stakeholder engagement across agencies, OMB, private sector organizations, and customers themselves to replicate for other customer groups
Began to coordinate interagency involvement for a second customer segment
The CX CAP Goal team’s work serves to completely transform service to the citizens across the Federal government. Specific benefits include:
Web-based forms created through user-centered design methods reduce the respondent burden while producing well-structured data to the agencies for ingestion. The U.S. Forms System creates a reusable open source code library for building complex web-based forms 8-10x faster than existing methods, using best practices in user experience and data collection and validation.
Making data available publicly via dashboards will help citizens set expectations and hold government accountable for improvements.
Fostering a cultural change amongst agency leadership and staff, demonstrating the value of improved customer experience, creating government-wide customer experience oversight and support, and issuing uniform guidance will help ensure consistent and sustained improvements in customer experience across government. Performing cross-agency journey mapping will allow critical bottlenecks to be recognized and remedied across Federal Government.
SERVICE TO THE
CITIZEN AWARD WINNERS
USER FEEDBACK ANALYSIS, GSA
DIRECTOR OF DATA & ANALYTICS PORTFOLIO
TECHNOLOGY TRANSFORMATION SERVICE, GSA
SENIOR ADVISOR, OFFICE OF SHARE SOLUTIONS AND PERFORMANCE IMPROVEMENT, OFFICE OF GOVERNMENT-WIDE POLICY, GSA
CHIEF OF STAFF,
VETERAN EXPERIENCE OFFICER, VA
CX DETAIL, OMB
PERFORMANCE MANAGER, OMB
ACTING DEPUTY SECRETARY, VA
ADMINISTRATOR OF US DIGITAL SERVICE, USDS
DR. LYNDA DAVISE
CHIEF VETERANS EXPERIENCE OFFICER, VA
PRESIDENTIAL INNOVATION FELLOW,
OMB & GSA
WHITE HOUSE LEADERSHIP FELLOW,
DEPUTY CHIEF CUSTOMER OFFICER, GSA
DEPUTY VETERAN EXPERIENCE OFFICER, VA
WHITE HOUSE PRESIDENTIAL
INNOVATION FELLOW, VEO, VA
FATIMA M. NOOR
DIGITAL SERVICE EXPERT /
STRATEGY & OPERATIONS, USDS
CHIEF CUSTOMER OFFICER, GSA
FORMER WHITE HOUSE LEADERSHIP FELLOW, OMB
DEPUTY DIRECTOR, TREASURY
CHIEF TECHNOLOGY OFFICER, VA