Helping our government earn the trust of its customers by meeting their needs and expectations.
The public deserves user-friendly services from the federal government, whether it’s veterans who need health care, taxpayers who seek assistance from the IRS or college students who apply for financial aid. Yet, the public consistently rates federal agencies far behind other sectors and industries. It also views the private sector as more capable of adapting quickly to changing customer needs. This disparity leads to a lack of trust in government.
To bolster how agencies interact with customers, we share knowledge and leading practices through research, events, papers and reports; advocate for removing policy and legislative barriers; convene people who oversee the customer experience at their organizations; and hold agencies accountable by publishing annual insights on their interactions with the public.
Learn more about our impact
NEW
Exploring Performance
Federal agencies that create a productive work environment are better positioned to meet customer needs
October 2024
In our latest CX analysis, we look at the internal factors within the employee experience that contribute to a positive customer experience.
Read the reportPast Reports
Customer Experience Profiles
Our research examines customers’ experiences with more than a dozen federal services that have a lot of direct contact with the public. We also consider the role of equity in these services and examine how to enable a customer-centered lens that improves trust.
Each year, thousands of customers who have experienced a disaster rely on services provided by the Federal Emergency Management Agency to help them recover from the impact. FEMA’s Individual Assistance programs provide financial aid and services such as counseling support directly to disaster survivors.
The U.S. Agency for International Development works in over 100 countries, delivering assistance to reduce poverty, improve health and strengthen democratic governance, among other support. To achieve its mission, USAID awards grants and contracts to partner organizations which then implement programs to address development challenges.
Virtually everyone in America interacts with the Social Security Administration at some point in their lives, from receiving a Social Security number at birth to relying on SSA’s retirement services for financial security after they have stopped working. SSA provides services over the phone, at field offices across the country, and through its website.
The Bureau of Consular Affairs at the State Department issues millions of passports every year to people who want to travel to countries around the world. In fiscal 2021, the bureau issued more than 15 million of these vital documents.
The Office of Personnel Management administers the Civil Service Retirement System and Federal Employees Retirement System—which provide benefits to retired public servants. Many federal employees and retirees, and their families, rely on the annuities and other benefits they are entitled to for financial security.
Veterans Health Administration, Department of Veterans Affairs
U.S. Citizenship and Immigration Services, Department of Homeland Security
Recreation.gov, a Multi-Agency Initiative
Bureau of Consular Affairs, Department of State
U.S. Patent and Trademark Office, Department of Commerce
Customs and Border Protection, Department of Homeland Security
Transportation Security Administration, Department of Homeland Security
Office of Personnel Management
Centers for Medicare and Medicaid Services, Department of Health and Human Services
Federal Emergency Management Agency, Department of Homeland Security
Office of Federal Student Aid, Department of Education
Farm Production and Conservation Mission Area, Department of Agriculture
Internal Revenue Service, Department of the Treasury
Social Security Administration
Veterans Benefits Administration, Department of Veterans Affairs
Veterans Health Administration
Internal Revenue Service
U.S. Citizenship and Immigration Services
Transportation Security Administration
Department of Homeland Security
Recreation.gov, a Multi-Agency Initiative
State Department
Office of Federal Student Aid, Department of Education
Veterans Benefits Administration
Centers for Medicare and Medicaid Services, Department of Health and Human Services
United States Secretary of Agriculture
State Department, Bureau of Consular Affairs
Department of Veterans Affairs
Centers for Medicare and Medicaid Services, Department of Health and Human Services
Internal Revenue Service
Office of Federal Student Aid
U.S. Citizenship and Immigration Services
Transportation Security Administration
Department of Homeland Security
Our Experts
More Resources
Good leadership enables our government to more effectively respond to public needs. The Partnership for Public Service and Maximus Federal address how individual leaders can improve the federal customer experience and recommend government-wide actions agencies can take to create a culture of customer-focused leadership.
In this report the Partnership for Public Service and Accenture highlight lessons learned from federal initiatives that have simplified and streamlined the process of interacting with the government by implementing a customer-centered approach to digital services.
Benefits of improving the customer experience go well beyond satisfied customers. Learn how in the Partnership for Public Service and Accenture Federal Service’s new issue brief.
This white paper highlights three proven private-sector strategies that government can adopt to improve citizen services, and explores common challenges federal agencies experience when implementing these practices.