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Highlights from the 2022 Samuel J. Heyman Service to America Medals Event
On September 20, the Partnership for Public Service held the 21st annual Samual J. Heyman Service to America Medals gala at the Kennedy Center in Washington, DC.
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.
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...
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...
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-...
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...
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...
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 ...
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...
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...
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...
