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
Three principles for improving the federal customer experience At the Partnership’s annual Customer Experience Summit, a panel of senior government leaders discussed the strategies they use to understand and meet customer needs, both during and after the pandemic. Read More
Communicating during the coronavirus: Advice from a Microsoft leader The coronavirus pandemic forced communications professionals to change the way they work. At a Federal Communicators Network event, Frank Shaw, corporate vice president of communications at Microsoft, discusses his lessons for communicating effectively in this challenging environment. Read More
Three tips to help you host engaging virtual programs As more employees transition to telework, agencies may now be hosting programs and events virtually for the first time. The Partnership is sharing three tips to help you better connect with your online audiences to ensure your virtual offerings are just as successful as your in-person ones. Read More
How to amplify government stories through media coverage How can public affairs officers land good media coverage? At a Federal Communicators Network event, panels featuring government press officials and members of the media offered five tips for developing a successful media relations strategy for your agency. Read More
