In collaboration with Accenture Federal Services, the Partnership publishes an annual “Government for the People” report which offered data and insights on how customers experience critical federal services.

Even before the coronavirus pandemic, many federal agencies were striving to serve more people and meet rising customer expectations—which are set by the best experiences people have in the commercial sector. Faced with the challenge of delivering services during an unprecedented crisis, some agencies quickly adopted new strategies to meet changing customer needs. These enhancements should be the new normal for how government operates, not just something it does when facing a crisis.

Our second annual report examines 11 of these services, assesses how government has improved the customer experience since last year, and offers three service-delivery principles to help agencies continue this progress during and beyond the pandemic.