Government Matters Logo
Generic selectors
Exact matches only
Search in title
Search in content
Search in posts
Search in pages
Robert Shea, principal at Grant Thornton Public Sector, discusses OMB guidance on quantifying customer experience, and the benefits it could have.

An update to the Office of Management and Budget’s Circular A-11 focuses on customer experience at agencies. Section 280 of the new guidance includes definitions of who customers are, how to measure their experience, and how to assemble action plans for that data. Robert Shea, principal at Grant Thornton Public Sector, told Government Matters that the improving customer experience has benefits beyond helping citizens.

 

“There’s growing realization that improving the customer experience improves the employee’s experience. Employee engagement and morale will improve if you make interacting with the customer a more pleasant experience for both sides of that equation,” Shea said. “How would you like to be the employee at the DMV? If you make that a much more pleasant experience for both sides, both sides are likely to go home happy.”

Share This
Where to Watch
  • WJLA 24/7 News
    Weeknights at 8 PM and 11 PM on WJLA 24/7
  • ABC7
    Sunday Mornings at 10:30 AM on ABC7
  • AFN American Forces Network
    Worldwide on American Forces Network
Sponsored

Tech Leadership Series: Space

Watch on Thursday, December 19 at 8:30 p.m. and 11:30 p.m. on WJLA 24/7 News
More
December 2019
M T W T F S S
« Nov    
 1
2345678
9101112131415
16171819202122
23242526272829
3031  
Our Brands
  • Government Matters Logo
  • Government Matters Defense
  • Government Matters Thought Leadership Network