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customer experience

Improving customer experience across government

Loren Dejonge Schulman, Vice President of Research at the Partnership for Public Service, describes ways the government can build on customer experience improvements it has made in response to the pandemic

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Lynda Davis on "Government Matters"

New guide for customer experience success

Lynda Davis, Chief Veterans Experience Officer at the Department of Veterans Affairs, describes the VA’s new “cookbook” with recipes for customer experience success

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Reviewing agency procedures post-coronavirus

Lee Becker, Solutions Principal at Medallia, discusses how government agencies can focus on customer experience to prepare for a second wave of the coronavirus

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The Internal Revenue Service and customer experience

Danny Werfel, Managing Director and partner at the Boston Consulting Group, details efforts at the IRS to improve customer experience, and promote the Free File program.

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Improving the customer experience at VA

Dr. Richard Stone, executive in charge of the Veterans Health Administration, discusses the agency’s recent successes, and how they’re rethinking customer experience for the veterans they serve.

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Customer experience strategy at TSA

Michelle Cartagena, director of customer service at the Transportation Security Administration, outlines the agency’s new approach to customer experience, and how the latest OMB Circular A-11 changed the conversation.

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Agency in Motion: Energy

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