Reports

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.

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.

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.

Good leadership enables our government to more effectively respond to public needs. The Partnership for Public Service and Maximus Federal 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.

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.

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.

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.

The Partnership for Public Service and Medallia identify three key strategies for mission-support service providers to use to improve the internal customer experience.

In this issue whitepaper we worked with Accenture Federal Services to identify how federal departments and agencies are rethinking traditional ways of doing business.

In this issue brief, we worked with Accenture Federal Services to examine how the IRS overcame significant budget and staffing constraints to get ahead of customer questions and improve customer understanding and experience.