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Read, Watch and Listen

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December 6, 2022

Designing a Government for the People

For this report, we interviewed dozens of customer experience leaders, as well as those who design and implement services at federal agencies. We also had conversations with customer experience experts from national research institutes and universities. Additionally, our work was informed by input from our quarterly customer experience roundtables and by leading commercial practices.

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Report
February 21, 2021

Bright Spots in the Federal Government’s Response to the COVID-19 Pandemic

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

Behind the Scenes: How Government Mission-Support Services Can Use a Customer Lens to Meet Big Challenges

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

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Report
October 7, 2019

Government for the People: Profiles on the customer experience

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

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

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

Time for a Change: How agencies are transforming business practices to meet customer needs

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

Beating the Tax Rush: Providing Critical Information Early Improves the IRS Customer Experience

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

Beyond the Basics: Leading Practices for Improving Customer Experience in Government

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

Serving Citizens Case Study

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

Shared Services Customer Decision-Making Guide

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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