{"id":22035,"date":"2020-10-30T11:16:06","date_gmt":"2020-10-30T15:16:06","guid":{"rendered":"https:\/\/opsweb.wpengine.com\/?p=22035"},"modified":"2021-07-14T11:53:18","modified_gmt":"2021-07-14T15:53:18","slug":"three-principles-for-improving-the-federal-customer-experience","status":"publish","type":"post","link":"https:\/\/ourpublicservice.org\/blog\/three-principles-for-improving-the-federal-customer-experience\/","title":{"rendered":"Three principles for improving the federal customer experience"},"content":{"rendered":"\n<p>This year, federal agencies across government faced a major challenge: meeting customer expectations while navigating the COVID-19 pandemic. Some agencies quickly met this challenge and adopted strategies to accommodate customer needs. This success can inspire other agencies to implement similar strategies to improve the federal customer experience.<\/p>\n\n\n\n<p>On Oct. 6, the Partnership for Public Service in collaboration with <a href=\"https:\/\/www.accenture.com\/us-en\/industries\/afs-index?c=psv_us_accenturefedera_10490752&amp;n=psgs_brand_0119&amp;gclid=Cj0KCQjwh8jrBRDQARIsAH7BsXdzhqDvl1RTe7rFMzfpi_y2GDSDk8Ip59-G15YcQSxmB4_I0yI7XF4aAo6DEALw_wcB\" target=\"_blank\" rel=\"noreferrer noopener\">Accenture Federal Services<\/a> released the annual \u201c<a href=\"https:\/\/ourpublicservice.org\/our-work\/customer-experience\/#cx-2020\" target=\"_blank\" rel=\"noreferrer noopener\">Government for the People<\/a>\u201d report, which highlights detailed data and insights on how the federal government handled customer experience improvements this past year. The report\u2019s findings were also featured in the annual customer experience summit. During this virtual event, attendees heard from senior government leaders about the strategies they use to understand and meet customer needs, both during and after the pandemic. Panelists for the summit included:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Simchah Suveyke-Bogin<\/strong>, chief customer experience officer, Agriculture&nbsp;Department.<\/li><li><strong>Jim Clifford<\/strong>, director at the Taxpayer First Act Office, Internal Revenue Service.&nbsp;<\/li><li><strong>Margarita Devlin<\/strong>, principal deputy undersecretary for benefits, Department of Veterans Affairs.<\/li><\/ul>\n\n\n\n<p>The report and the panelists outlined three delivery principles to improve the customer experience:<\/p>\n\n\n\n<ol class=\"wp-block-list\" type=\"1\"><li><strong>Quickly understand changing customer needs and pivot accordingly.<\/strong> The VA employed this strategy to become a more responsive service provider. \u201cWe use a structured service mechanism with immediate feedback surveys to automatically collect feedback. We call them VA signals,\u201d said Margarita Devlin, the department\u2019s deputy undersecretary for benefits. \u201cLittle by little we\u2019re putting [this mechanism] into all our business lines.\u201d<\/li><li><strong>Empower employers to deliver services to anywhere, from anywhere.<\/strong> Simchah Suveyke-Bogin discussed strategies the USDA implemented to enable employees to work remotely, such as empowering field staff with new digital systems to keep farm loan processes moving even as field offices closed during the pandemic.<\/li><li><strong>Accelerate self-service capabilities.<\/strong> The IRS launched online tools that helped people check the status of their stimulus payments without additional assistance. Jim Clifford, director of the department\u2019s Taxpayer First Act Office, described this approach: \u201cOur guiding principle is to listen, learn and <em>then <\/em>design.\u201d Once agencies listen to the customer, and learn what they need, then can they design effective methods and strategies to create a positive experience.<\/li><\/ol>\n\n\n\n<p>Read the complete \u201c<a href=\"https:\/\/ourpublicservice.org\/our-work\/customer-experience\/#cx-2020\" target=\"_blank\" rel=\"noreferrer noopener\">Government for the People: Serving the Public in a New World<\/a>\u201d report for data-driven insights into how customers experienced 11 key government services during the past year.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>This year, federal agencies across government faced a major challenge: meeting customer expectations while navigating the COVID-19 pandemic. Some agencies quickly met this challenge and adopted strategies to accommodate customer needs. This success can inspire other agencies to implement similar strategies to improve the federal customer experience. On Oct. 6, the Partnership for Public Service&#8230;<\/p>\n","protected":false},"author":73,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"sort-date":"","content-type":"","om_disable_all_campaigns":false,"_searchwp_excluded":"","footnotes":""},"categories":[7588],"tags":[4550,9077,4546,11096,10056],"class_list":["post-22035","post","type-post","status-publish","format-standard","hentry","category-customer-experience","tag-customer-experience","tag-effectiveness","tag-government-effectiveness","tag-organizational-change","tag-research-reports"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.2 (Yoast SEO v26.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Three principles for improving the federal customer experience<\/title>\n<meta name=\"description\" content=\"At the Partnership&#8217;s annual Customer Experience Summit, a panel 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