Publications

Government for the People: Profiles on the customer experience

October 7, 2019

Publication Type: Research and Publications

In collaboration with Accenture Federal Services, we released “Government for the People: Profiles on the Customer Experience” — a first-of-its kind report compiling customer experience data, feedback and insights from across eight of the federal government’s high-impact services. Among the services profiled are federal student aid, passport services and health care for veterans With continuous...

California’s Talent Gap: Recruiting and Hiring a New Generation of Federal Employees

September 12, 2019

Publication Type: Research and Publications

California has the largest population of civilian federal workers outside of the Washington, D.C., region, with more than 150,000 civil servants working at federal agencies that have important and diverse missions. This issue brief provides an overview of federal entry-level talent needs in California, discusses recruiting and hiring challenges and offers strategies agencies can use...

Looking Inward for Talent: Retraining Employees for Tomorrow’s Jobs

September 9, 2019

Publication Type: Research and Publications

As technology becomes more intertwined with government services and operations, we need a workforce that can use this new technology on a large scale. With other sectors competing for similar skills, hiring alone may not be able to fill the need for a highly skilled, tech-savvy workforce. The government will need to look towards its...

Colleagues as Customers: How Mission-Support Services Can Improve the Customer Experience

August 21, 2019

Publication Type: Research and Publications

Mission-support functions such as contracting, information technology and human resources are critical in government—service providers offer expertise that helps their agency serve the public and achieve their organization’s missions. How can providers improve the internal customer experience and foster better working relationships with their colleagues? In “Colleagues as Customers,” the Partnership for Public Service and...

More than Meets AI II: Building Trust, Managing Risk

July 24, 2019

Publication Type: Research and Publications

Artificial intelligence has more potential to improve how government works than any other recent technological innovation. However, adopting AI comes with challenges that can include bias, security, transparency, employee knowledge or federal acquisition and budget processes. It’s vital for federal agencies to build the public’s trust in AI as the government’s use of the technology...

Seize the Data: Using Evidence to Transform How Federal Agencies Do Business

June 26, 2019

Publication Type: Research and Publications

For our federal government to become more effective and efficient, leaders need to use data and evidence to inform their decision-making. Is your agency using data to its fullest extent? In “Seize the Data: Using Evidence to Transform How Federal Agencies Do Business,” the Partnership for Public Service and Grant Thornton explore strategies for agencies...

More Than Meets AI

February 27, 2019

Publication Type: Research and Publications

The federal government must be ready for a boom in the use of artificial intelligence. How agencies incorporate AI into their work and manage the potential impact on the workforce has implications beyond the professional lives of federal employees. It affects all Americans and millions more outside our borders. AI is expected to revolutionize how...