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.
Government for the People
Designing for Equitable and Trusted Customer Experiences
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.
Immigration Applicant Services
U.S. Citizenship and
Customs Airport Security and Screening Services
Farm Loan and Conservation Services
Department of Agriculture
Individual Assistance Disaster Relief Programs
Federal Emergency Management Agency
Medicare Customer Support Services
Centers for Medicare
and Medicaid Services
Outdoor Recreation Reservations for Federal Lands
a multiagency initiative
Retirement Services for Federal Employees
Office of Personnel Management
Social Security Retirement Services
Social Security Administration
Trademark Registration and Maintenance
U.S. Patent and Trademark Office
Veterans Education and Training Benefits