Reports Search & Filter Filter by Date Filter by Topic Filter by Tag Clear Filters 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. Read More Report November 16, 2021 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. Read More Report August 25, 2021 Leading with Experience 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. Read 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... Download (175k) 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... Download (626k) 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-... Download (5m) 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... Download (1m) 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... Read the digital report 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 ... Download (161k) 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... Download (155k)