The Partnership for Public Service and Accenture’s (NYSE: ACN) federal arm are scheduled to release Tuesday, Oct. 6, their annual report “Government for the People” at the 2020 Federal Customer Experience Summit.
The report highlights customers’ experiences with 11 federal services, including veterans education and training benefits, farm loan and conservation services and recreation reservations for federal lands.
The document cites three service delivery principles that could help agencies improve CX during the COVID-19 pandemic: understand and address the changing needs of customers with a sense of urgency; empower federal employees to deliver services to anywhere, from anywhere; and advance digital self-service capabilities.
The Government for the People report also offers several recommendations agencies can take to better meet customer expectations, such as establishing key performance measures based on clients’ feedback, designating a senior executive to lead on CX and offering support and responding to customers’ questions on social media.
