客户体验
Helping our government earn the trust of its customers by meeting their needs 和 expectations.
The public deserves user-friendly ser恶习 from the federal government, whether it’s veterans who need health care, taxpayers who seek assistance from the IRS or college students who apply for financial aid. The public 一致的ly rates federal agencies far behind other sectors 和 industries, while viewing the private sector as more capable of adapting quickly to changing customer needs. This disparity leads to a lack of trust in government.
To bolster how agencies interact with customers, we share knowledge 和 leading practices through research, 事件, papers 和 reports; advocate for removing policy 和 legislative barriers; convene people who oversee the customer experience at their organizations; 和 hold agencies accountable by publishing annual insights on their interactions with the public.
政府为民
Designing for Equitable 和 Trusted 客户体验s
2021年11月
The government’s relationship with the public is at an inflection point. Public trust in government is at historic lows at a time when people’s expectations of our government are evolving rapidly. The Biden administration has the opportunity to reset this relationship with a fundamental shift that places its customer—the public—at the center of its work.
The 澳门网赌正规网址平台伙伴关系 和 Accenture Federal 服务’ 政府为民 report offers a customer experience roadmap to empower federal leaders to anticipate the public’s unique needs 和 meet them up front. 我们的核心信息:人们应该简单, 一致的, purposeful 和 secure experiences with government—all customers, across all their journeys—delivering on the promise of government for the people.
Our third annual report provides in-depth data 和 insights on 15 key federal ser恶习, assesses the progress government has made since last year, 和 recommends agency leaders exp和 their perspectives beyond the most visible symptoms of customer experience challenges to address the root causes, a critical step to generating lasting trust 和 real positive change.
阅读REPPORT客户体验概要文件
This report examines customers’ experiences with 15 federal ser恶习 that are among those with the highest volume of direct contact with the public. 第一次, we are also considering the role of equity in these critical ser恶习, 和 how to enable a customer-centered lens that improves trust.
