Creating a better customer experience in the federal government

About a year ago, the president issued an executive order calling on agencies to make changes to improve the customer experience for citizens. The Partnership for Public Service spoke to customer experience leaders across the federal government to find out what’s working and what needs to be improved. Read the report here.

• The executive order is meant to relieve administrative burdens and create “simple, seamless and secure services for the American People,” Loren DeJonge Schulman, vice president of research, evaluation and modernizing government at the Partnership for Public Service, said.
• One way to create a “customer-centric mindset” is to be able to share data effectively within and across government agencies, according to Schulman.
• Schulman would like to see more funding for customer experience and funding flexibility to allow for cross-agency projects.

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