Martha Dorris, former head of the Office of Strategic Programs at the General Services Administration, details what the new year could bring for the federal government’s customer experience projects.
The President’s Management Agenda puts major emphasis on improving customer experience. While agencies have been developing ways to improve their service to citizens, 2019 could be the year when these initiatives make the leap from concept to product. Martha Dorris, former head of the Office of Strategic Programs at the General Services Administration and founder of Dorris Consulting International, says that the popular customer experience concept isn’t new. “The one-stop shop has been sort of a concept that has been in place for a long time. In fact, we were looking at that at GSA 15 years ago. USDA has started this… and it’s really being driven by the necessity to provide citizens with the ability to get their questions answered or solve their problem with a one stop shop across all channels,” Dorris said. “I think it is on everybody’s mind on how to make it happen. It is not as easy as it sounds, but there are agencies moving in that direction.”