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Aligning the customer experience, the employee experience and the digital experience for a better government

In today’s federal government, the synergy between the customer experience, the employee experience and the digital experience is essential for delivering good public services. 

When employees have a positive experience in the workplace and use digital tools they understand, they are better equipped to enhance the customer experience by delivering the high quality, responsive services the public expects. 

Connecting these experiences—something we emphasize in our new reform agenda— ensures that as the government evolves digitally, it remains aligned with the needs of both its workforce and the public it serves. 

Three overlapping experiences   

The customer experience, or CX, is the sum of how people perceive and feel about their interactions with federal agencies, which is shaped by factors ranging from the ease of access to services and service efficiency to the trust built through these interactions.  

The digital experience, or DX, refers to the integration of digital technologies, including but not limited to generative artificial intelligence, into agency operations and services.  

Meanwhile, the employee experience, or EX, encompasses all aspects of an employee’s journey within their organization, from recruitment to departure, including their connection to the mission and their workload, leadership support, office culture, and access to professional growth and technology.  

When employees are engaged, supported and empowered, they are more motivated to provide high-quality service, which directly enhances the customer experience. This creates a positive feedback loop: satisfied employees lead to satisfied customers and, in turn, employee morale and productivity grows.  

Additionally, when employees understand and effectively use their organization’s digital tools, they contribute to better service delivery. 

Nowhere is this more apparent than with respect to AI

Federal agencies are already leveraging AI and other digital tools to enhance both the employee and customer experiences.  

The State Department, for example, recently began using AI and machine-learning technologies to declassify documents, and process and track Freedom of Information Act requests.  

At the Patent and Trademark Office, one of our 2024 Service to America Medals® winners developed a suite of AI tools to help examiners review patent applications. Another recent honoree developed emerging technology to streamline acquisition services at the Department of Labor, reducing a process that once took 40 hours to complete to less than three minutes.   

As these examples show, federal agencies are leveraging AI to improve their digital services and significantly reduce the manual workload on employees, enabling them to focus on complex tasks and respond to customers more quickly. A better digital experience and employee experience is leading to a better overall customer experience.  

However, the effective and responsible use of AI in our government is still in its infancy.  

Although many federal agencies have reported numerous AI use cases, the majority are still in the planning phase, according to a recent report from the Government and Accountability Office. In addition, challenges remain when it comes to AI governance, security and literacy.   

It is imperative that agencies embed CX considerations in AI strategies from the outset to fully realize the benefits of this new technology.   

Updating AI use-case inventories and developing comprehensive AI strategies with training for both customers and employees is also critical, as is educating employees on the technology’s capabilities and limitations. 

Together, these strategies will help our government realize the full potential of aligning CX, EX and DX and regain the public’s trust. 

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