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Harnessing Life Events Action Guide


ACT-IAC Institute for Innovation

Date Released: December, 2015


Increasingly, governments—federal, state, local and tribal—are focused on designing citizen-centered services that deliver value to customers and meet or exceed expectations. In support of these efforts, ACT-IAC’s Institute for Innovation sponsored this project to help agencies become more citizen-centric by leveraging a life event framework to transform customer service, advance service delivery and exceed customer expectations. In this Action Guide, we specify actions people can take to:

  • Implement customer-centered perspectives within service design;
  • Improve information-sharing to and service delivery; and
  • Deliver meaningful and measurable value to the public.
Document Date: 
Dec 14, 2015
Author (organization): 
ACT-IAC Institute for Innovation
Document type: 
Customer Experience
Delivering Customer Solutions