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Customer Experience

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. The public consistently rates federal agencies far behind other sectors and industries, while viewing 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.  

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Government for the People

Designing for Equitable and Trusted Customer Experiences

November 2021

The government’s relationship with the public is at an inflection point. Public trust in government is at historic lows at a time when people’s expectations of our government are evolving rapidly. The Biden administration has the opportunity to reset this relationship with a fundamental shift that places its customer—the public—at the center of its work.

The Partnership for Public Service and Accenture Federal Services’ Government for the People report offers a customer experience roadmap to empower federal leaders to anticipate the public’s unique needs and meet them up front. Our core message: People deserve simple, consistent, purposeful and secure experiences with government—all customers, across all their journeys—delivering on the promise of government for the people.

Our third annual report provides in-depth data and insights on 15 key federal services, assesses the progress government has made since last year, and recommends agency leaders expand their perspectives beyond the most visible symptoms of customer experience challenges to address the root causes, a critical step to generating lasting trust and real positive change.

READ THE REPORT

Customer Experience Profiles

This report examines customers’ experiences with 15 federal services that are among those with the highest volume of direct contact with the public. For the first time, we are also considering the role of equity in these critical services, and how to enable a customer-centered lens that improves trust. 

2021

Veterans Health Administration, Department of Veterans Affairs

U.S. Citizenship and Immigration Services, Department of Homeland Security

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

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

Veterans Benefits Administration, Department of Veterans Affairs

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Airport Security
Screening and
Passenger Support
Services

Transportation Security
Administration

2020 Profile

2019 Profile

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Citizenship and
Immigration Applicant Services

U.S. Citizenship and
Immigration Services 

2020 Profile

2019 Profile

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Customs Airport Security and Screening Services

Customs and
Border Protection

2020 Profile

2019 Profile

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Farm Loan and Conservation Services

Department of Agriculture

2020 Profile

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Federal Student
Aid Services

Office of Federal Student Aid

2020 Profile

2019 Profile

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Individual Assistance Disaster Relief Programs

(NEW!)

Federal Emergency Management Agency

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Individual
Taxpayer Services

Internal Revenue Service 

2020 Profile

2019 Profile

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Medicare Customer Support Services

Centers for Medicare
and Medicaid Services

2020 Profile

2019 Profile

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Outdoor Recreation Reservations for Federal Lands

Recreation.gov—
a multiagency initiative

2020 Profile

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Outpatient Health Care Services for Veterans

Veterans Health Administration 

2020 profile

2019 Profile

Passport
Services

Bureau of Consular Affairs

2020 Profile

2019 Profile

Retirement Services for Federal Employees

(NEW!)

Office of Personnel Management

Social Security Retirement Services

(NEW!)

Social Security Administration

Trademark Registration and Maintenance

(NEW!)

U.S. Patent and Trademark Office

Veterans Education and Training Benefits

Veterans Benefits
Administration

2020 Profile

Resources

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.

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