Our goal is to help the 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 insights on their interactions with the public.
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
Customer Experience Research
Leading with Experience: A Framework for Customer-Focused Leadership in Government
The Partnership for Public Service and Maximus Federal address how individual leaders can improve the federal customer experience and recommends government-wide actions agencies can take to create a culture of customer-focused leadership.
Behind the Scenes: How Government Mission-Support Services Can Use a Customer Lens to Meet Big Challenges
This issue-brief demonstrates how mission-support offices have created—and can create—more customer-focused services that better enable government to solve big challenges.
Government for the People: Profiles on the customer experience
This report features in-depth customer experience profiles that highlight what is working well, where improvements are needed, and the actions that agencies are taking to strengthen the customer experience. It also highlights concrete steps that federal agencies, the Office of Management and Budget and Congress can take to enhance these services.
Colleagues as Customers: How Mission-Support Services Can Improve the Customer Experience
The Partnership for Public Service and Medallia identify three key strategies for mission-support service providers to use to improve the internal customer experience.
Time for a Change: How agencies are transforming business practices to meet customer needs
In this issue whitepaper we worked with Accenture Federal Services to identify how federal departments and agencies are rethinking traditional ways of doing business.
Beating the Tax Rush: Providing Critical Information Early Improves the IRS Customer Experience
In this issue brief, we worked with Accenture Federal Services to examine how the IRS overcame significant budget and staffing constraints to get ahead of customer questions and improve customer understanding and experience.
Customer Experience Dashboard
This sample customer experience dashboard highlights some of the important data that agency leaders can track to understand services from a customer’s perspective.
Beyond the Basics: Leading Practices for Improving Customer Experience in Government
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.
The Most Important Customer: Improving the Citizen Experience with Government
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.
Serving Citizens: Strategies for Customer-Centered Government in the Digital Age
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.