Reports

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 a...

Mission-support services—such as human resources, information technology, financial management, procurement and facilities—provide federa...

In collaboration with Accenture Federal Services, we released “Government for the People: Profiles on the Customer Experience” — a first-...

Mission-support functions such as contracting, information technology and human resources are critical in government—service providers of...

The White House and Congress have prioritized improving customer experience with government. Those nudges are important and useful—but to...

Understanding that filling out tax forms doesn’t rank as a favorite activity for most people, the Internal Revenue Service initiated new ...

The federal government is aiming at a moving target when it comes to improving customer experience. As many federal agencies make progres...