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Customer Experience (CX) Playbook Project


Assess the customer experience and customer service playbooks and create a government version that captures the state of customer experience and aligns with the Digital Services Playbook.  It will address top plays needed to improve the experience the public has with government and give the incoming Administration a baseline by which to establish goals and specific targets.  It will also establish a common vocabulary for the incoming appointees when they begin exploring CX.


Project Lead(s)

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Group Project Deliverables

Deliverable Name Deliveable Type Expected/Actual Deliverable Completion
CX Playbook White Paper July 2018
Project/Activity Status: 
Expected/Actual Project Completion: 
Jul 30, 2018
Customer Experience