Report Examines Customer Experience With Eight Federal Services

Jeff Brody

Accenture Federal Services and the Partnership for Public Service have published a report with the intent to help the U.S. government meet customer expectations and address service delivery challenges.

The document contains a series of profiles detailing how people experience assistance from eight federal agencies that receive high volumes of direct contact with the public.

Agencies featured in the report are as follows:

  • Bureau of Consular Affairs
  • Centers for Medicare and Medicaid Services
  • Customs and Border Protection
  • Internal Revenue Service
  • Office of Federal Student Aid
  • Transportation Security Administration
  • U.S. Citizenship and Immigration Services
  • Veterans Health Administration.

The nonprofit and the company urge Congress to require agencies that provide "high-impact" citizen services to establish customer experience standards encompassing quality, effectiveness and speed.

Agencies designate a senior executive to oversee customer experience across an organization, create a feedback-based key performance measure and use social media platforms to inform customers, gather input and answer questions from the public, according to the report.

The report also recommend that the Office of Management and Budget use data in efforts to help agencies manage programs and investments that could address pressing customer concerns.

AFS and the Partnership's joint research effort builds on data released last month via the President's Management Agenda and the OMB's crossagency customer experience objective.

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