How the Transportation Security Administration delivers equitable customer experience The Partnership for Public Service released an in-depth profile of customer experience and satisfaction with the TSA. The analysis also took a look at how TSA has attempted to improve equitable service delivery to its customers. Read More
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
3 takeaways from the team who helped Californians access affordable internet In 2021, the Federal Communications Commission launched the Emergency Broadband Benefit, a program that provided temporary discounts on internet services to qualifying low-income families in California. Last month, the Partnership hosted an event with three former federal leaders who worked to increase access to the program. The team shared lessons that other public sector leaders can use to improve access to services and develop better program outcomes. 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
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
Q&A with a federal all-star on diversity, equity and inclusion Miguel Aviles-Perez, chief of the Office of Diversity and Inclusion of the U.S. Coast Guard, shares lessons on how the federal government can successfully strengthen and transform its commitment to diversity, equity and inclusion. Read More
Three ways federal leaders can improve COVID-19 collaboration between national and local governments To meet the distinct needs of the communities they serve, government leaders must work to connect federal staff with rural, suburban, urban and tribal localities. We offer three ways for federal leaders to foster this collaboration and create community-focused outcomes. Read More
A diversity, equity and inclusion checklist for the Biden administration The federal government should lead in the urgent and necessary work of promoting diversity, equity and inclusion—especially within the federal workforce. The Partnership recommends a series of actions for the Biden-Harris administration to take to improve the government’s record on diversity, equity and inclusion over the next four years. Read More
How Partnership West embraces diversity, equity and inclusion Organizations should promote diversity, equity and inclusion, but program managers often struggle to incorporate these principles into their day-to-day work and organizational strategy. Here are three examples that demonstrate how Partnership West has woven diversity, equity and inclusion into its operations, so others can consider how they might emphasize this in their own programs. Read More
The importance of diversity, equity and inclusion in the federal government The federal government must create a diverse, inclusive and equitable environment to fulfill its unique mission. The Partnership’s diversity statement can help agencies meet this standard. Read More
