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
