Read, Watch and Listen Our Government Explained (in 3 Minutes or Less): Preparing for the Presidency Running the U.S. government is one of the world’s most challenging jobs, yet there’s only a small window of time after the election to get ready, so presidential transition activities should start much sooner. The fourth video in the Partnership’s “Our Government Explained” series describes the role of the presidential transition process in preparing a president-elect to run the country or continue into a second term. Watch the newly released video to learn more, including why it’s vital to start the transition process months before the election is even held. Watch Report May 17, 2023 The Good Government Connection: Linking the Employee and Customer Experiences Federal employee experience and customer experience are intertwined, and the connection between the two is particularly important now with agencies implementing historic investments in communities around the country through the Bipartisan Infrastructure Law, Inflation Reduction Act, and CHIPS and Science Act. This report highlights six strategies for how supervisors, midlevel managers, members of the Senior Executive Service and political appointees can improve the experience of their teams in ways that can lead to better experiences for federal customers. It also identifies four challenges to connecting the employee experience to the customer experience and offers recommendations for overcoming them. More Report 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. More 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... More 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... More 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-... More 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... More 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... More 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 ... More 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... More 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... More