How the Federal Emergency Management Agency has worked to provide more equitable disaster relief The Partnership released an in-depth analysis of customers’ experiences with FEMA’s Individual Assistance programs, focusing on the challenges the agency has tried to overcome to improve access and design more equitable disaster relief services for those who need them most. Read More
Taking action to advance equity: A closer look at the president’s executive order on customer experience President Biden’s recent executive order on the federal customer experience is focused on reducing administrative burdens for members of the public. We look at four key ways to reduce administrative burdens addressed in the order and how doing so will help agencies improve service equity. Read More
3 ways President Biden’s executive order on the customer experience encourages interagency collaboration Late last year, President Biden signed an executive order that will enable agencies to develop a more seamless customer experience to help the public access critical services. Here are three ways that this principle is being implemented on the federal level through interagency collaboration. Read More
Breaking down the customer experience at the IRS Ahead of the tax filing deadline, we looked back at our “Government for the People” report, in which we took a deep dive into how customers experienced IRS services in 2020 and 2021. In this blog post, we share highlights from our analysis, revealing a mixed bag of ongoing challenges and progress at the agency. Read More
How a new focus on customer experience helped the Bureau of the Fiscal Service adapt to the pandemic Beginning in 2018, Bureau of the Fiscal Service leaders started investing in new technologies and streamlining internal decision-making processes to better meet the needs of other agencies and the public. This customer-focused modernization effort laid the groundwork for the bureau to provide crucial support services during the COVID-19 pandemic. Read More
How mission-support leaders can improve the internal customer experience To help federal agencies work more effectively, mission-support leaders need to understand how employees experience mission-support services. In this post, we offer five recommendations for mission-support leaders to make their services more customer-focused. Read More
Trust is the foundation for transforming federal HR Federal human resources have suffered from decades of underinvestment and a lack of attention from senior officials. Our “Transforming Human Resources” report explores why trust is the key ingredient to help agencies overcome these challenges and improve federal HR. Read More
How Federal Executive Boards played a key role in supporting the federal workforce during the COVID-19 pandemic Federal Executive Boards, which coordinate the activities of agencies outside of the Washington, D.C., area, supported federal employees when the coronavirus pandemic spread across the country. In addition to adapting their own work, the boards provided guidance to help federal agencies navigate their new work environments. Read More
How the Transportation Security Administration’s mission-support offices used a customer focus to adapt to the pandemic The Transportation Security Administration was well-positioned to adapt its work when the coronavirus pandemic hit because the department’s mission-support headquarters had previously developed open communication with agents in the field, facilitating effective solutions to new work challenges. Read More
Four recommendations to improve the federal customer experience “Government for the People,” a recent report by the Partnership in collaboration with Accenture, offers tips for agency officials to improve the customer experience both during and after the pandemic. Read the four government-wide strategies that agency officials can implement to further improve services. Read More
