Reports Filter Date Topic Tag Clear Report Exploring Performance In our latest CX analysis, we look at the internal factors within the employee experience that contribute to a positive customer experience. Brandon Lardy October 22, 2024 Report The Good Government Connection: Linking the Employee and Customer Experiences 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. Paul Pietsch, Anthony Vetrano May 17, 2023 Report 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. Nadzeya Shutava, Loren DeJonge Schulman, Sarah Hughes December 6, 2022 Report Government for the People The Partnership for Public Service’s annual report with Accenture Federal Services offers a comprehensive look at how customers experience some of the government’s key services. Loren DeJonge, Elizabeth Byers, Nadzeya Shutava November 16, 2021 Report Leading with Experience Good leadership enables our government to more effectively respond to public needs. The Partnership for Public Service and Maximus Federal Services address how individual leaders can improve the federal customer experience and recommend government-wide actions agencies can take to create a culture of customer-focused leadership. Zoë Brouns August 25, 2021 Report 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 at how our government has forged innovative solutions to address the COVID-19 health crisis, read our “bright spots” resources. February 21, 2021 Report Behind the Scenes: How Government Mission-Support Services Can Use a Customer Lens to Meet Big Challenges This issue-brief demonstrates how mission-support offices have created—and can create—more customer-focused services that better enable government to solve big challenges. February 17, 2021 Report Government for the People: Profiles on the customer experience This report features in-depth customer experience profiles that highlight what is working well, where improvements are needed, and the actions that agencies are taking to strengthen the customer experience. It also highlights concrete steps that federal agencies, the Office of Management and Budget and Congress can take to enhance these services. October 7, 2019 Report Colleagues as Customers: How Mission-Support Services Can Improve the Customer Experience The Partnership for Public Service and Medallia identify three key strategies for mission-support service providers to use to improve the internal customer experience. August 22, 2019 Report Time for a Change: How agencies are transforming business practices to meet customer needs In this issue whitepaper we worked with Accenture Federal Services to identify how federal departments and agencies are rethinking traditional ways of doing business. October 23, 2018
