ACT-IAC White Paper: Customer Experience Playbook: A Guide to Transform Service Delivery
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.”
Executive Director, Digital Service
Department of Veterans Affairs
For non-members who would like a copy of this Playbook, contact Nancy Delanoche, Director for Communities of Interest.