For almost three decades, governments at all levels have been working to improve the way they deliver services and benefits and engage with their customers---both internal and external. Efforts from past administrations focused on modernizing infrastructures and improving digital delivery, as well as gathering feedback from the public on how well the services were delivered.
The Biden Administration has made customer experience one of its three main management goals and has issued an executive order that requires specific actions from the lead agencies, the High Impact Service Providers (HISPs). These new directives reawakened the un-met requirements in the 21st Century Integrated Digital Experiences Act (IDEA), signed into law December 2018, and set the agenda for agencies to improve performance and build trust with their customers.
At this event, experts from government and industry shared some of the approaches that have been successful and explore how technology can help expand the digital delivery of services and improve the trust customers have in those services.
Attendees came away with an improved ability to:
Manage digital services across multiple delivery channels
Increase the use of self-service options
Gather feedback on performance from users
Improve accessibility of websites
Manage the data from customer interactions to improve future performance
Understand the roles of OMB and GSA in the new approach
Learn from successful state and local government CX experiences