Publications

Amid an ongoing global pandemic, federal agencies have continued to deliver critical services to the American public. For a deeper look a...

Mission-support services—such as human resources, information technology, financial management, procurement and facilities—provide federa...

In collaboration with Accenture Federal Services, we released “Government for the People: Profiles on the Customer Experience” — a first-...

Mission-support functions such as contracting, information technology and human resources are critical in government—service providers of...

The White House and Congress have prioritized improving customer experience with government. Those nudges are important and useful—but to...

Understanding that filling out tax forms doesn’t rank as a favorite activity for most people, the Internal Revenue Service initiated new ...

The federal government is aiming at a moving target when it comes to improving customer experience. As many federal agencies make progres...

This case study was published in a September 2014 report by the Partnership for Public Service and Accenture Federal Services about custo...

One of the most challenging aspects of transitioning to shared services is deciding how to implement it successfully. Our guide will help...

This sample customer experience dashboard highlights some of the important data that agency leaders can track to understand services from...