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. 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. Learn more about our impact NEW Exploring Performance Federal agencies that create a productive work environment are better positioned to meet customer needs October 2024 In our latest CX analysis, we look at the internal factors within the employee experience that contribute to a positive customer experience. Read the report Past Reports Thumbnail for Designing a Government for the People Designing a Government for the People Collaborative Approaches to Federal Customer Experience December 06, 2022 Thumbnail for Government for the People Government for the People Designing for Equitable and Trusted Customer Experiences November 16, 2021 Thumbnail for Government for the People: Serving the Public in a New World Government for the People: Serving the Public in a New World October 06, 2020 Customer Experience Profiles 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. 2022 Thumbnail for INDIVIDUAL ASSISTANCE DISASTER RELIEF PROGRAMS INDIVIDUAL ASSISTANCE DISASTER RELIEF PROGRAMS 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 impact. FEMA’s Individual Assistance programs provide financial aid and services such as counseling support directly to disaster survivors. Thumbnail for USAID PARTNER SERVICES USAID PARTNER SERVICES 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. To achieve its mission, USAID awards grants and contracts to partner organizations which then implement programs to address development challenges. Thumbnail for SOCIAL SECURITY WEBSITE REDESIGN SOCIAL SECURITY WEBSITE REDESIGN 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 relying on SSA’s retirement services for financial security after they have stopped working. SSA provides services over the phone, at field offices across the country, and through its website. Thumbnail for PASSPORT SERVICES PASSPORT SERVICES The Bureau of Consular Affairs at the State Department issues millions of passports every year to people who want to travel to countries around the world. In fiscal 2021, the bureau issued more than 15 million of these vital documents. Thumbnail for RETIREMENT SERVICES FOR FEDERAL EMPLOYEES RETIREMENT SERVICES FOR FEDERAL EMPLOYEES 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 and retirees, and their families, rely on the annuities and other benefits they are entitled to for financial security. 2021 Thumbnail for Outpatient Health Care Services for Veterans Outpatient Health Care Services for Veterans Veterans Health Administration, Department of Veterans Affairs Thumbnail for Citizenship and Immigration Applicant Services Citizenship and Immigration Applicant Services U.S. Citizenship and Immigration Services, Department of Homeland Security Thumbnail for Outdoor Recreation Reservations for Federal Lands Outdoor Recreation Reservations for Federal Lands Recreation.gov, a Multi-Agency Initiative Thumbnail for Passport Services Passport Services Bureau of Consular Affairs, Department of State Thumbnail for Trademark Registration and Maintenance Trademark Registration and Maintenance U.S. Patent and Trademark Office, Department of Commerce Thumbnail for Customs Airport Security and Screening Service Customs Airport Security and Screening Service Customs and Border Protection, Department of Homeland Security Thumbnail for Airport Security Screening and Passenger Support Services Airport Security Screening and Passenger Support Services Transportation Security Administration, Department of Homeland Security Thumbnail for Retirement Services for Federal Employees Retirement Services for Federal Employees Office of Personnel Management Thumbnail for Medicare Customer Support Services Medicare Customer Support Services Centers for Medicare and Medicaid Services, Department of Health and Human Services Thumbnail for Individual Assistance Disaster Relief Programs Individual Assistance Disaster Relief Programs Federal Emergency Management Agency, Department of Homeland Security Thumbnail for Federal Student Aid Services Federal Student Aid Services Office of Federal Student Aid, Department of Education Thumbnail for Farm Loan and Conservation Services Farm Loan and Conservation Services Farm Production and Conservation Mission Area, Department of Agriculture Thumbnail for Individual Taxpayer Services Individual Taxpayer Services Internal Revenue Service, Department of the Treasury Thumbnail for Social Security Retirement Services Social Security Retirement Services Social Security Administration Thumbnail for Veterans Education and Training Benefits Veterans Education and Training Benefits Veterans Benefits Administration, Department of Veterans Affairs 2020 Thumbnail for Veterans Outpatient Health Care Services Veterans Outpatient Health Care Services Veterans Health Administration Thumbnail for Individual Taxpayer Services Individual Taxpayer Services Internal Revenue Service Thumbnail for Citizenship and Immigration Applicant Services Citizenship and Immigration Applicant Services U.S. Citizenship and Immigration Services Thumbnail for Airport Security Screening and Passenger Support Services Airport Security Screening and Passenger Support Services Transportation Security Administration Thumbnail for Customs and Border Protection Customs and Border Protection Department of Homeland Security Thumbnail for Outdoor Recreation Reservations Outdoor Recreation Reservations Recreation.gov, a Multi-Agency Initiative Thumbnail for Passport Services Passport Services State Department Thumbnail for Federal Student Aid Services Federal Student Aid Services Office of Federal Student Aid, Department of Education Thumbnail for Veterans Education and Benefit Services Veterans Education and Benefit Services Veterans Benefits Administration Thumbnail for Medicare Customer Support Services Medicare Customer Support Services Centers for Medicare and Medicaid Services, Department of Health and Human Services Thumbnail for Farm Loan and Conservation Services Farm Loan and Conservation Services United States Secretary of Agriculture 2019 Thumbnail for Passport Services Passport Services State Department, Bureau of Consular Affairs Thumbnail for Outpatient Health Care Services for Veterans Outpatient Health Care Services for Veterans Department of Veterans Affairs Thumbnail for Medicare Customer Support Services Medicare Customer Support Services Centers for Medicare and Medicaid Services, Department of Health and Human Services Thumbnail for Individual Taxpayer Services Individual Taxpayer Services Internal Revenue Service Thumbnail for Federal Student Aid Application Services Federal Student Aid Application Services Office of Federal Student Aid Thumbnail for Citizenship and Immigration Applicant Services Citizenship and Immigration Applicant Services U.S. Citizenship and Immigration Services Thumbnail for Airport Security Screening and Passenger Support Services Airport Security Screening and Passenger Support Services Transportation Security Administration Thumbnail for Customs Security and Screening Services Customs Security and Screening Services Department of Homeland Security Our Experts Thumbnail for Arfa Alam Arfa Alam Senior Manager Thumbnail for Elizabeth Byers Elizabeth Byers Manager Thumbnail for Nadzeya Shutava Nadzeya Shutava Manager Thumbnail for Sahil Singh Sahil Singh Manager, Customer Experience More Resources Reports Thumbnail for The Good Government Connection: Linking the Employee and Customer Experiences The Good Government Connection: Linking the Employee and Customer Experiences This report highlights six strategies for how supervisors, midlevel managers, members of the Senior Executive Service and political appointees can improve the experience of their teams in ways that can lead to better experiences for federal customers. May 17, 2023 Thumbnail for Leading with Experience Leading with Experience 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 improve the federal customer experience and recommend government-wide actions agencies can take to create a culture of customer-focused leadership. August 25, 2021 Thumbnail for Serving Citizens: Strategies for Customer-Centered Government in the Digital Age 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. September 08, 2014 Thumbnail for The Most Important Customer: Improving the Citizen Experience with Government 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. March 22, 2017 Thumbnail for Beyond the Basics: Leading Practices for Improving Customer Experience in Government 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. October 12, 2017 View more reports Blogs Thumbnail for Driving cross-government innovation: How the Tribal CX Pilot Team streamlines the grants process for major federal investments Driving cross-government innovation: How the Tribal CX Pilot Team streamlines the grants process for major federal investments December 17, 2024 Thumbnail for Improving customer engagement through federal AI Improving customer engagement through federal AI September 30, 2024 Thumbnail for Aligning the customer experience, the employee experience and the digital experience for a better government Aligning the customer experience, the employee experience and the digital experience for a better government September 19, 2024 Thumbnail for Insights from the Customer Experience Organization Design Roundtable Series Insights from the Customer Experience Organization Design Roundtable Series September 03, 2024 Thumbnail for Designing for the people: A framework for developing effective federal services Designing for the people: A framework for developing effective federal services July 24, 2024 View more blogs
