Presented by: Government Executive | Nextgov
Improving customer experience across the federal government continues to be a priority for the Obama administration. While the road to success is full of challenges, agencies are starting to plan and deliver mission services by putting customers and citizens at the forefront of their decision-making.
Customer service champions are helping to deliver better services through the intelligent use of technology and improved management and governance, and agencies are beginning to map their many interactions with citizens to provide an improved customer service for the American public.
This continued emphasis on customer experience has the potential to transform the way people interact with government in myriad ways, from paying taxes and receiving benefits to simply navigating its many services. But developing customer-focused strategies is still a major challenge for most agencies accustomed to the bureaucracy of government, and it needs to remain an emphasis for progress to continue through to the next presidential administration.