Citizens First

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How the government plans to prioritize customer experience.

For several years, the federal government has worked to improve the federal customer experience through a mix of policy declarations and funding initiatives.

The Trump administration has taken the next step, adding a concrete policy framework for agencies to follow. The president’s recently released management agenda directs agencies to focus heavily on IT modernization and improving customer experience. That broad effort ties into the White House’s Centers of Excellence pilot at the Agriculture Department, which aims to modernize the agency with new tech, contact centers and revamped customer experience. If it succeeds, federal agencies could be looking at the model they too use to reboot how they serve citizens.

In this ebook, we examine what federal agencies are doing to serve citizens. We explore where agencies are succeeding in improving citizen satisfaction, and where the pain points and challenges still plague federal officials.

Download the free ebook now.