Publications

Report
February 21, 2021
Amid an ongoing global pandemic, federal agencies have continued to deliver critical services to the American public. For a deeper look a...
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Report
February 17, 2021
Mission-support services—such as human resources, information technology, financial management, procurement and facilities—provide federa...
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Report
October 7, 2019
In collaboration with Accenture Federal Services, we released “Government for the People: Profiles on the Customer Experience” — a first-...
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Report
August 22, 2019
Mission-support functions such as contracting, information technology and human resources are critical in government—service providers of...
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Report
October 23, 2018
The White House and Congress have prioritized improving customer experience with government. Those nudges are important and useful—but to...
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Report
April 11, 2018
Understanding that filling out tax forms doesn’t rank as a favorite activity for most people, the Internal Revenue Service initiated new ...
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Report
October 12, 2017
The federal government is aiming at a moving target when it comes to improving customer experience. As many federal agencies make progres...
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Report
September 8, 2017
This case study was published in a September 2014 report by the Partnership for Public Service and Accenture Federal Services about custo...
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Report
July 27, 2017
One of the most challenging aspects of transitioning to shared services is deciding how to implement it successfully. Our guide will help...
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Report
March 31, 2017
This sample customer experience dashboard highlights some of the important data that agency leaders can track to understand services from...
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