Agencies Still Lack the Full, Flexible CX Funding Needed to Modernize Federal IT

The report recommends using root cause analysis as opposed to focusing on symptoms of the issues when determining customer’s problems and possible solutions.

Accenture Federal Services and the Partnership for Public Service identified seven steps federal agencies should take when moving to a customer-centric mindset, which span the areas of agency leadership, technology and most importantly, communication.

“When we give federal agencies the correct tools to implement positive change in their customer experience systems, they do so effectively,” said Loren DeJonge Schulman, vice president of research, evaluation and modernizing government at the Partnership for Public Service.

The first two steps, empowered leadership and an engaged and accountable agency enterprise, suggest that insights on customer experience should be distributed within organizations and agency-wide standards for customer experience performance should be established.

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