You don't need to recreate the wheel, especially if you are just starting as a CX Practitioner. Instead, check out the resources we pulled together that represent proven approaches to fostering a customer centric mindset in the Federal government.
The resources below can help you learn about the core components of customer experience and human-centered design and identify ways you can build CX momentum within your team, office, and Component.
Customer experience is more than just customer service. It’s the combination of measurable factors, including ease, efficiency, equity, and effectiveness, that result from touch points between an individual, business, or organization and the Federal Government over the duration of an interaction and relationship. Touch points with the Federal Government may include digital interactions via a website or mobile application, in person interactions with Federal employees, and phone interactions.
Fortunately, there are proven approaches to fostering a customer centric mindset in the Federal government. Consult the resources below to learn about the core components of customer experience and human-centered design and identify ways you can build CX momentum within your team, your office, and your Component.
Introduction to CX
Federal agencies like the General Services Administration (GSA) and the Department of Veterans Affairs (VA) have created customer experience playbooks, comprehensive guides for CX implementation within the Federal Government. Use the guides below to learn about CX best practices and approaches that can help you foster a customer-centric mindset and improve service delivery within DHS.
Personas and journey maps are essential pieces of a customer experience team’s toolkit, helping them organize and analyze their customers and their experiences accessing services, identify challenges and opportunities, and bring service improvements to life.
DHS High Impact Service Providers (HISPs) and many other Federal agencies are employing leading human-centered design approaches and tools that help them better understand their customers and identify opportunities to improve service delivery.
- Customer Experience | GSA - IT Modernization Centers of Excellence
- Customer Experience Toolkit | Digital.gov
- Building Trust Through Improved Service Delivery and Experience | Performance.gov
- Customer Experience | Partnership for Public Service