The following presentation represents the collective work and intellectual analysis of our Vision team. This presentation and slides are the opinion of the PSC Foundation Vision process and does not represent the opinion of any individual person or company on this team. The presenter merely conveys this collective outcome, and this presentation does not necessarily reflect their personal or professional view nor that of their company.
Team Members
Martha Dorris, DCI Consulting
MaryAnn Monroe, Maximus
• Amanda Chavez, NuAxis Innovations
• Ann Aly, Tech Flow
• Dominic Sale, REI Systems
• Susan Fitzgerald, Susan Fitzgerald & Associates, Inc.
• Christy Holley, Leidos
• Mary Schwarz, ICF Next
• Mary Leeb, SAIC
• Christie Mitchell, Golden Key Group
• Barbara Haen, Boston Consulting Group
• Maria O’Rourke, Medallia
• Laura Parsons, Maximus
• Brooks Bennett, Rain Maker Solutions
• Jeneanne Rae, Jeneanne Rae, LLC
• Christine Miller Kelly, Boston Consulting Group
• Samantha Hale, CGI Federal
• Audrey Vaughn, Medallia
• Joshua Jessar, Analytica
• Chad Thyes, Adonde LLC
• Kathleen Leer, Maximus
Agenda
State of the Federal CX Market
Federal Policies and Guidance Impacting CX
Key Facts: HISPs, Chief Customer Offices
2024 Key Takeaways
Notable Success Stories Messages for Industry
Customer Satisfaction and Trust
68.2% of the general public trusts Public Administration / Government + 2.9% (2023)
22% of Americans say they trust the government in Washington just about always or most of the time + 6% (2023)
For 30 of the 44 federal government services, at least 75% of people said they trusted the relevant agency.
Source: American Customer Satisfaction Index (ACSI®) Federal Government Report
Source: Pew Research Center
Source: Performance.gov CX Data
State of the Federal CX Market
Acquisition of CX products and services
Federal agencies are integrating CX practices into contracts for
modernization, digital transformation, and service
CX products and services may
State of the Federal CX Market
No budget for CX
Review performance.gov / CX Agency
CX Action Plan
Review Agency Strategic Plans
Review Congressional Justifications
Review Agency IT Operating Plans
Who should you meet with?
Chief Customer Officer
Chief Information Officer
Chief Digital Officer
Program Offices
High Impact Service Provider (HISP) Leads
Benefits of Improving Service Delivery
Customer
• Reduces barriers and burden on the public that needs and uses government services.
• Reduces the time lost in navigating inefficient government programs and services that can add costs for individuals and the nation (e.g., time tax).
• Helps people live better lives.
Federal Government
• Improves adoption of and satisfaction with services and systems.
• Increases efficiency and effectiveness of service delivery
• Helps government agencies identify duplicative or conflicting programs, saving money, time and resources.
• Gives employees greater purpose and improves agency reputation.
Business
• Improves the company’s ability to support the agency’s mission delivery
• Increases the quality of products and services delivered to the government
• Increases customers’ trust and loyalty to your company
• Aligns to federal priorities
Government CX Policies and Guidance
• E.O. 14058 Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government
• OMB Memorandum M-24-08 Strengthening Digital Accessibility and the Management of Section 508 of the Rehabilitation Act
• E.O. 14110 Safe, Secure, and Trustworthy Development and Use of Artificial Intelligence
• OMB Memorandum M-24-10 Advancing Governance, Innovation, and Risk Management for Agency Use of Artificial Intelligence
• OMB Memorandum M-23-10 The Registration and Use of .gov Domains in the Federal Government
• OMB Memorandum M-23-22 Delivering a Digital-First Public Experience
• OMB Circular A-11 Section 280 Managing Customer Experience and Improving Service Delivery
• President’s Management Agenda, 20202024
Customer Experience (CX)
Key Findings: Chief Customer Offices
Center for Medicare and Medicaid Services
US Dept. of Agriculture
Dept. of Housing and Urban Development
Internal Revenue Service
Bureau of Fiscal Services
Federal Student Aid
Census
General Services Administration
US Patent and Trademark Office
Social Security Administration
US Air Force
Dept. of Homeland Security
Customs and Border Protection
Transportation Security Administration
Dept. of Veteran Affairs
CX is being integrated into many federal agencies for either internal or external customers.
2024 Key Takeaways
CX Maturity CX Maturity
There is an understanding that IT and CX need to work together but “how” is still a hurdle.
There is increased focus on digital experiences which has led to more digital services teams. However, goals within agencies are not always aligned.
Maturity is directly correlated to the priority the agency has placed on service delivery, as seen in DHS.
Employee experience receives increased attention in agencies and needs to be recognized beyond the HR lifecycle---it is about enabling employees with tools to perform their jobs, recognition, and upskilling.
Cybersecurity plays a critical role with increased understanding about the intersection of cyber and CX.
Use of GenAI in service delivery is gaining attention; agencies are proceeding with caution and safe AI mentality.
Technologies used to deliver better services are increasing: omnichannel, Voice of Customer platforms, callback tech, and knowledge management are all enablers of better CX, EX, and DX.
The impact of improving services and CX is measured in different ways depending on agency: trust, burden, satisfaction, efficiency and effectiveness of service, cost reduction/avoidance, CX and EX operational metrics.
8 Talent
Skills are needed in digital design. Agencies are building internal capacity for CX, DX, and humancentered design. Capacity building is needed from industry to support agency teams. Reskilling and upskilling current employees continues to be a focus.
Notable Success Stories
• DHS – Created a CX Directorate with dedicated leadership. Created a policy that requires all DHS components to create a CX organization by January 2024. Created a CX community of practice. Reduced the burden hours the public spends on paperwork and other DHS services by 21.4 M hours, with a goal of reducing by 10M more in 2024. TSA continued to make positive impact in passenger experience, improving confidence that travelers have in TSA officers and travel safety. The modernization efforts by FEMA's Disaster Assistance Improvement Program have resulted in significant benefits for the public including streamlined, guided processes for disaster survivors, reducing time spent navigating assistance options, improving plain language and accessibility focus, simplifying and improving clear communication and removing barriers for a diverse range of users, simplified account set up reducing data entry errors and allowing users to complete applications across multiple sessions, decreasing reliance on contact centers and improving efficiency.
• IRS – Implemented Direct File to make it easier for taxpayers to file taxes online. Continued to reduce their time to answer through customer callbacks. Achieved the capability to digitally respond to all notices, reducing the need for physical mail submissions by over 94% for individual taxpayers. These upgrades streamlined the process of handling and processing mail, allowing the IRS to scan over 1.5 million forms in 2023, including critical tax documents. Redesigned the top 500 most viewed IRS.gov web pages, streamlining content to improve the experience of first-time tax filers. The resulted in reduced internal searches and improved external search rankings, higher user engagement, indicating effective navigation through related tasks.
• SSA – migrated contact centers to the cloud to improve efficiencies in service. Created Security Stat process to increase transparency by measuring and monitoring their critical performance and customer service metrics enterprise-wide.
• VA – Continued to build trust that Veterans have in the VA, with the highest trust score of 80.2%. Continued focus on improving VA employee experience, being ranked #5 in best places to work in the federal government. Continues to apply innovation in health care delivery to improve mental and physical treatment of Veterans, caregivers, families and survivors.
• Cross Agency Shared Services – Login.gov has 50+ partners and is integrated into 450 live applications and services, including 12 cabinet level agencies.
Messages to Industry for the Next Administration
Understand CX and how the government is implementing improvements through digital modernization, service and program optimization, and data integration/modernization efforts.
Understand the agency priorities, budget, and problems they are trying to solve. Be wellversed and prepared to meet with program leaders, CIOs, contracting officers, and key stakeholders.
Bring thought leadership and industry best practices, examples and use cases that align to problems agencies need to solve.
Industry needs to continue understanding how the government is implementing CX.
Messages to Industry for the Next Administration
Support agencies in identifying resources to fund improvement efforts.
Capture the benefits and value of understanding their customers, collecting feedback and designing with people who use services.
Focus on using customer experience strategies to improve service delivery and mission outcomes.
Embed CX best practices in the way you design and deliver products, programs and services to agencies. It is a differentiator.
Industry needs to continue understanding how the government is implementing CX.
