| Attachment | Size |
|---|---|
| How the EO will Change Federal CX Leadership.pdf | 875.52 KB |
Abstract
ACT-IAC Issue Paper: "Looking Ahead: How the Executive Order Will Change Federal CX Leadership"
Developed by the Customer Experience Community of Interest
Released: January 3, 2022
President Biden’s new Executive Order (E.O.) 14058 on “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government” may be the most comprehensive guidance on service delivery to date. To accomplish the outcomes laid out by the executive order, the ACT-IAC Customer Experience COI lays out three key ideas that CX leaders must consider as they look ahead to designing programs, applications, and missions that will directly or indirectly provide services for the lives of 330 million residents of the United States.
The ACT-IAC Customer Experience COI also recommends the following previously published ACT-IAC papers for reference:
- Improving Customer Experience and Transforming Service Delivery (October 2020) https://www.actiac.org/documents/improving-customer-experience-and-transforming-service-delivery
- Harnessing Life Events to Connect Citizens and Services: An Innovator’s Guide (December 2015) http://www.actiac.org/documents/harnessing-life-events-connect-citizens-and-services-innovators-guide
- Customer Experience Playbook: A Guide to Transform Service Delivery (July 2018) https://www.actiac.org/documents/act-iac-white-paper-customer-experience-playbook-guide-transform-service-delivery