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 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 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 Report Beating the Tax Rush: Providing Critical Information Early Improves the IRS Customer Experience 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. April 11, 2018 Report Beyond the Basics: Leading Practices for Improving Customer Experience in Government This white paper highlights three proven private-sector strategies that government can adopt to improve citizen services, and explores common challenges federal agencies experience when implementing these practices. October 12, 2017 Report 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 customer-centered government in the digital age. The results cited below are from 2013, and FEMA has continued to improve data integration and expand resources available through DisasterAssistance.gov. During the first week of September 2017, the site received nearly 3 million visits as citizens worked to recover from Hurricane Harvey and prepare for Hurricane Irma. September 8, 2017 Report 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 agencies think through all of the key decisions throughout the process of adopting shared services, including which specific services are best positioned to be shared across the organization. July 27, 2017
