CROSS AGENCY PRIORITY (CAP) GOAL CUSTOMER EXPERIENCE (CX) INTERAGENCY TEAM
The Customer Experience (CX) Cross Agency Priority (CAP) Goal team has been working tirelessly to transform the CX of citizens by improving the usability and reliability of our Federal Government. The cross-agency team has been focusing on:
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Identifying and improving the most critical digital services;
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Creating measurable improvements in customer satisfaction by using the principles and practices proven by leading private sector organizations;
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Increasing trust in the Federal Government by improving the experience citizens and businesses have with Federal services whether online, in-person, or via phone; and
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Leveraging technology to break down barriers and increase communication between Federal agencies and the citizens they serve.
Specific accomplishments include:
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Implementing the First-of-its-Kind Federal Customer Experience Guidance
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Establishing a set of government-wide CX metrics in alignment with leading practices from both the private and public sectors in an effort to develop comparable, government-wide scores that will enable cross-agency benchmarking (when relevant) and general indication of an agency’s customer’s overall satisfaction.
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Completing a Government-wide Customer Experience Journey Map Pilot to document the perspective of individuals navigating Federal services irrespective of how the government is organized to further identify some of the most critical bottlenecks and high-impact areas for improvement.
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Completed journey map of a Service member/Veteran seeking employment crossing DOL, DOD, VA, OPM, and SBA programs; conducted primary research and interviews with more than 50 individuals, currently refining recommendations of priority areas for improvement initiatives
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Documented and templatized cross-agency process including stakeholder engagement across agencies, OMB, private sector organizations, and customers themselves to replicate for other customer groups
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Began to coordinate interagency involvement for a second customer segment
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The CX CAP Goal team’s work serves to completely transform service to the citizens across the Federal government. Specific benefits include:
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Web-based forms created through user-centered design methods reduce the respondent burden while producing well-structured data to the agencies for ingestion. The U.S. Forms System creates a reusable open source code library for building complex web-based forms 8-10x faster than existing methods, using best practices in user experience and data collection and validation.
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Making data available publicly via dashboards will help citizens set expectations and hold government accountable for improvements.
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Fostering a cultural change amongst agency leadership and staff, demonstrating the value of improved customer experience, creating government-wide customer experience oversight and support, and issuing uniform guidance will help ensure consistent and sustained improvements in customer experience across government. Performing cross-agency journey mapping will allow critical bottlenecks to be recognized and remedied across Federal Government.
2019
SERVICE TO THE
CITIZEN AWARD WINNERS
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LAUREN ANCONA
USER FEEDBACK ANALYSIS, GSA
PHIL ASHLOCK
DIRECTOR OF DATA & ANALYTICS PORTFOLIO
TECHNOLOGY TRANSFORMATION SERVICE, GSA
BORIS ARRATIA
SENIOR ADVISOR, OFFICE OF SHARE SOLUTIONS AND PERFORMANCE IMPROVEMENT, OFFICE OF GOVERNMENT-WIDE POLICY, GSA
LEE BECKER
CHIEF OF STAFF,
VETERAN EXPERIENCE OFFICER, VA
AMIRA BOLAND
CX DETAIL, OMB
MARK BUSSOW
PERFORMANCE MANAGER, OMB
JAMES BYRNE
GENERAL COUNSEL,
ACTING DEPUTY SECRETARY, VA
MATT CUTTS
ADMINISTRATOR OF US DIGITAL SERVICE, USDS
DR. LYNDA DAVISE
CHIEF VETERANS EXPERIENCE OFFICER, VA
MARIA DAYTON
PRESIDENTIAL INNOVATION FELLOW,
OMB & GSA
MICHELLE DORSEY
WHITE HOUSE LEADERSHIP FELLOW,
PERFORMANCE TEAM
MATT FORD
DEPUTY CHIEF CUSTOMER OFFICER, GSA
BARBARA MORTON
DEPUTY VETERAN EXPERIENCE OFFICER, VA
MAURA NEWELL
WHITE HOUSE PRESIDENTIAL
INNOVATION FELLOW, VEO, VA
FATIMA M. NOOR
DIGITAL SERVICE EXPERT /
STRATEGY & OPERATIONS, USDS
ANAHITA REILLY
CHIEF CUSTOMER OFFICER, GSA
NATHAN SANFILIPPO
FORMER WHITE HOUSE LEADERSHIP FELLOW, OMB
BRYAN SWANN
DEPUTY DIRECTOR, TREASURY
CHARLES WORTHINGTON
CHIEF TECHNOLOGY OFFICER, VA