Federal Customer Experience Summit to Feature ‘Government for the People’ Report

Federal Customer Experience Summit to Feature ‘Government for the People’ Report
Customer experience

The Partnership for Public Service and Accenture’s (NYSE: ACN) federal arm are scheduled to release Tuesday, Oct. 6, their annual report “Government for the People” at the 2020 Federal Customer Experience Summit.

The report highlights customers’ experiences with 11 federal services, including veterans education and training benefits, farm loan and conservation services and recreation reservations for federal lands.

The document cites three service delivery principles that could help agencies improve CX during the COVID-19 pandemic: understand and address the changing needs of customers with a sense of urgency; empower federal employees to deliver services to anywhere, from anywhere; and advance digital self-service capabilities.

The Government for the People report also offers several recommendations agencies can take to better meet customer expectations, such as establishing key performance measures based on clients’ feedback, designating a senior executive to lead on CX and offering support and responding to customers’ questions on social media.

You may also be interested in...

Dedrone

Ben Wenger Named Dedrone Chief Revenue Officer, Mary-Lou Smulders Appointed Chief Marketing Officer

Dedrone has named Ben Wenger, a two-decade enterprise technology sales veteran, as chief revenue officer and appointed Mary-Lou Smulders, strategic adviser at the counter-drone platform maker since February 2020, as chief marketing officer.

D.J. Dart VP

SAIC Promotes DJ Dart as DHS Enterprise VP

D.J. Dart, formerly business development executive for the Department of Homeland Security at Science Applications International Corp. (NYSE: SAIC), has elevated to the role of vice president for DHS enterprise. He joined SAIC through its acquisition of the Unisys Federal business in March 2020.