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 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.
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.
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.
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.