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Improving Customer Experience and Transforming Service Delivery

PDF icon ACT-IAC 2020 Election - CX FINAL.pdf673.48 KB


Produced by the Institute for Innovation

This paper builds on ACT-IAC’s Agenda 2021 capstone document, “Delivering Outcomes, Building Trust”. Released in July 2020. The paper focuses on:

  • understanding customers;
  • transforming service delivery; and
  • measuring impact and increasing accountability

The paper contains actionable recommendations to build on previous efforts to improve customer experience, deliver better services more efficiently, and increase citizens’ trust in their government

Document Date: 
Oct 13, 2020
Author (organization): 
Document type: 
ACT-IAC Report
Presidential Transition