An update to the President’s Management Agenda adding information about planned strategies and measures of success identifies one of the three main elements of that agenda, involving customer service to the public, as both a challenge and an opportunity.
“Federal services have not always been designed with the public’s needs and priorities in mind, nor have these services always kept up with these needs. Poorly designed, out of date, and inequitable government services are a cost to our nation . . . the federal government must deliver a simple, seamless, and secure customer experience, on par with or more effective than leading consumer experiences,” says a posting on performance.gov.
“Every interaction between the government and the public is an opportunity to deliver the services people expect and deserve. Whether during a pivotal life experience such as retiring, or a routine interaction to renew a passport, the government must build our understanding of our customers and involve them – the people we serve – to improve benefits, services, and programs and enable us to deliver for all Americans,” it says.
It identifies priorities as (in its words):
• Move from last into top 10 on Forrester industry ranking. (Note: the Forrester Customer Experience Index rates industries’ customer experiences using a national survey.)
• Focus on designated high impact service providers services (near term). (Note: those are agency functions that serve the largest percentage of people, conduct the greatest volume of transactions annually, and have the greatest impact on the lives individuals.)
• Focus on designated cross-agency life experiences (long term).
• Establish government-wide service level agreement targets for customer contact centers (forthcoming).
• Achieve 75 percent or higher post-transaction trust in high impact service providers
The posting also identifies more detailed metrics for sub-goals involving reducing customer burden, addressing inequities, and streamlining processes; service delivery for key life experiences that cuts across agencies; and shared products, services, and standards for high impact service providers.