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.
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 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.…
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…
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…
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…
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…
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…
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…
