All federal organizations service a customer: the American people.
In fact, great customer service from the federal government can change, and sometimes save, people’s lives. Many of the 13 million students who accessed financial aid services from the Department of Education needed support to receive their loans. As do the survivors of natural disasters or the veterans who require medical or mental support.
To effectively administer their missions, agencies should apply a customer-centered approach toward how they design and deliver services to citizens.
We educate government leaders on the importance of customer experience and how to incorporate it into their strategic plans. Through our expansive and fact-based research, we isolate best practices on customer experience throughout government, share those findings and work with agencies, Congress and the White House to implement much-needed change.
Beating the Tax Rush: Providing Critical Information Early Improves the IRS Customer Experience
Filing taxes each year can seem as daunting to some people as completing a 1,000-piece jigsaw puzzle, so the Internal Revenue Service strives to offer assistance in multiple ways. In 2017, the IRS used an innovative approach to anticipate and address taxpayer questions and concerns, with the hope that fewer citizens would need to call or visit websites for assistance. To achieve that goal, the communication team worked with agency business lines early on to develop and coordinate campaigns to educate and inform citizens, and improve customer experience.
Agencies across government seek ways to improve customer experience and meet citizens’ increasing expectations for fast, easy and consistent interactions. Yet long-standing agency silos often isolate lines of business from communication teams in federal agencies and departments.
In this issue brief, the Partnership for Public Service and Accenture Federal Services highlight the strategy the IRS used to improve customer experience across call centers, websites and other channels and increase voluntary compliance with tax filing, despite significant budget and staffing constraints. The IRS’ approach offers a model for other agencies to replicate to get ahead of customer questions and improve customer understanding and experience.Download
COMMUNICATING INFORMATION AHEAD OF TIME LEADS TO REDUCED CALL VOLUME