The Service Delivery & Experience COI fosters collaboration, knowledge sharing, and human-centric values that advance how the government delivers efficient and effective services, and the experience of receiving them, to build and keep the trust of the American public.
The COI aims to examine the progress made and the work underway across the government’s service delivery and experience in alignment with the Government Service Delivery Improvement (GSDI) Act, 21st Century Integrated Digital Experience Act (IDEA), A-11 Section 280, and the President’s Management Agenda.
Current and Planned Initiatives Include
- Workforce Optimization Working Group
- Service Design and Outcomes Working Group
- Contact Center Optimization Working Group
- Supporting continual improvement of practices that meet the needs of the people government serves
- Evolving and accelerating service delivery, experience, and workforce optimization
- Advancing service delivery and experience as a professional discipline
The Service Delivery & Experience COI brings together thought leaders and experts from government and industry through regular meetings to strengthen and promote service delivery and experience as a professional discipline. Customer experience remains central to that work; it’s the “X” in our name.
Follow the Service Delivery & Experience COI on LinkedIn.
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