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ACT-IAC White Paper: Customer Experience Playbook: A Guide to Transform Service Delivery

 
AttachmentSize
PDF icon CX Playbook.pdf1.25 MB
 

Abstract

Customer Experience Playbook: A Guide to Transform Service Delivery
Developed by the ACT-IAC Customer Experience Community of Interest
Date Released: June 30, 2018

This playbook was prepared by the ACT-IAC Customer Experience Community of Interest to help government leaders improve service to citizens.  Topics range from creating a culture of customer satisfaction to creating a customer experience office or program.   The framework and recommendations contained in the playbook are applicable to any government service.

“I am thrilled to see Customer Experience getting so much attention across government and I hope this CX Playbook is a helpful guide for agency leadership. As the government champion for the CX Playbook, I am excited to leverage it with my partners at VA.”
Marcella Jacobs
Executive Director, Digital Service
Department of Veterans Affairs
Washington, DC

For non-members who would like a copy of this Playbook, contact Nancy Delanoche, Director for Communities of Interest.

Document Date: 
Jul 30, 2018
 
Author (organization): 
ACT-IAC Customer Experience COI
 
Document type: 
ACT-IAC Report
 
Interests: 
Customer Experience