Topline
Activity
February 2023
The President’s Management Agenda is an opportunity for the Federal Government to deliver a simple, seamless, and secure customer experience, on par with or more effective than leading consumer experiences. Every interaction between the Government and the public is an opportunity to deliver the services people expect and deserve. To ensure the intended outcomes are achieved, success metrics were developed to gauge progress, make improvements where needed, and help to prioritize.
Featured
How does the quality of customer experience provided by the Federal Government compare to that of other industries?
Contributes toIncreasing experience quality to be on par with top consumer experiences, or other appropriate comparison. Target: Move from last into top 10 on Forrester industry ranking.”
Key Question
How does the quality of customer experience provided by the Federal Government compare to that of other industries?
Bottom Line Up Front
Over the past year, the Forrester CX Index for most industries decreased, while the CX Index for the Federal Government stayed the same in a statistically significant way. Within these rankings, some agencies performed above the average for the Federal Government, including: the National Parks Service, the Bureau of Consular Affairs, Tricare, Medicare, Medicaid, and the US Postal Service.
Key Question
Are service transactions impacting the public’s trust in Government? To what degree do elements of experience (such as ease, efficiency, or an employee interaction) drive that trust?
Bottom Line Up Front
Increasing evidence suggests that a primary driver of trust in government are peoples’ own individual experiences with public services. To that end, High Impact Service Providers are increasingly collecting feedback from customers, with a particular focus on post- transaction surveys during customer interactions with priority designated services. Data from these surveys show that customers indicate varying levels of post- transaction trust and confidence across HISPs.
