Our country needs a federal government that is capable of dealing with our current problems and ...
Customer satisfaction with federal services recently dropped to an all-time low and trust in government has remained in decline for years. To reverse these trends, Congress must support federal agencies’ capacity to identify and test new approaches that aim to better serve the public by passing the Federal Agency Customer Experience Act, bipartisan legislation that is now pending in Congress.
How agencies collect, interpret and share data informs how they make decisions, develop strategies and allocate resources—all of which are central to federal innovation. In the latest post in our innovation series, we explore barriers to effective data collection, tips to help build a data-driven government and how good data can drive innovation.
Efforts to improve the federal customer experience have made significant gains over the past few years, yet the government still lags behind the private sector in customer satisfaction metrics. To narrow this gap, federal agencies need to deliver better services by focusing on the needs and experiences of the people they serve.
“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.
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.
To deliver on mission and operate smoothly, federal agencies require mission-support employees to provide high-quality internal customer experience. The Partnership’s new Mission Support Leadership Program aims to provide these employees with the leadership skills they need to support their colleagues and the government as a whole.
While the U.S. population has continued to increase, the size of the federal workforce has remained relatively stable over the past few decades. By examining the size of government from this perspective, it becomes clear that government efficiency is critical for agencies to effectively deliver services to the American people.
Read this Q&A with Richard Black, a participant in our Preparing to Lead program, to see how this program has been valuable in developing his leadership skills.