People deserve government services that are easy to find, use, and understand, on par with services delivered by the private sector. Improving the citizens’ experience with government requires technology, people, process improvements, and culture change. Customer experience is the overall perception that customers have of an agency, organization, or service.
ACT-IAC's Customer Experience Community of Interest (CX COI) developed a playbook intended to help government leaders improve service to citizens, with guidance on how to establish a customer experience office or program, which can transform services across an entire agency. Whether customers are veterans, college students, taxpayers, immigrants, seniors, employees, or other federal agencies, the framework and recommendations provided in this playbook can be applied to improve any government service. Download playbook now.
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
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.
Government regularly hosts “Industry Day” events in order to provide information on pending procurements, encourage competition, create a level playing field for all potential offerors, and educate offerors on procurement practices and policies. Industry’s motivations to participate may differ, often focusing on gathering detailed information about upcoming procurements or discovering potential partners and competitors.
Customer Experience Metrics: Increasing the role of customer experience metrics in agency strategic planning and performance reporting
Developed by the Customer Experience Community of Interest
Date Released: January 31, 2017
Mission
Fostering collaboration, knowledge sharing, and human-centric values that advance the way government transforms service delivery and fosters trust with the American public.
Current Objectives