Customer Experience

我们的目标是通过满足客户的需求和期望,帮助政府赢得客户的信任.  

The public deserves user-friendly ser恶习 from the federal government, whether it’s veterans who need health care, 向美国国税局寻求帮助的纳税人或申请经济援助的大学生. The public 一致的ly rates federal agencies far behind other sectors and industries, 同时认为私营部门更有能力迅速适应不断变化的客户需求. This disparity leads to a lack of trust in government.

To bolster how agencies interact with customers, we share knowledge and leading practices through research, 事件, papers and reports; advocate for removing policy and legislative barriers; convene people who oversee the customer experience at their organizations; and hold agencies accountable by publishing insights on their interactions with the public.

Government for the People
Designing for Equitable and Trusted Customer Experiences

The government’s relationship with the public is at an inflection point. 在人们对政府的期望迅速变化的情况下,公众对政府的信任处于历史最低水平. 拜登政府有机会通过将客户——公众——置于其工作中心的根本性转变来重置这种关系.

澳门网赌正规网址平台伙伴关系和埃森哲联邦服务公司的“政府为人民”报告提供了一个客户体验路线图,以授权联邦领导人预测公众的独特需求,并预先满足他们. Our core message: People deserve simple, 一致的, purposeful and 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 and insights on 15 key federal ser恶习, assesses the progress government has made since last year, 并建议机构领导扩展他们的视角,超越客户体验挑战最明显的症状,以解决根本原因, a critical step to generating lasting trust and real positive change.

Customer Experience Profiles

这份报告调查了15个联邦服务机构的客户体验,这些机构都是与公众直接接触最多的机构之一. For the first time, we are also considering the role of equity in these critical ser恶习, and how to enable a customer-centered lens that improves trust. 

Airport Security
筛选和
Passenger Support
服务

Transportation Security
政府

2020配置文件

2019配置文件

Citizenship and
Immigration Applicant 服务

U.S. Citizenship and
Immigration 服务 

2020配置文件

2019配置文件

Customs Airport Security and Screening 服务

海关和
Border Protection

2020配置文件

2019配置文件

Farm Loan and Conservation 服务

Department of Agriculture

2020配置文件

Federal Student
援助服务

Office of Federal Student Aid

2020配置文件

2019配置文件

个人 Assistance Disaster Relief Programs

(新!)

Federal Emergency Management Agency

个人
Taxpayer Services

Internal Revenue Service 

2020配置文件

2019配置文件

Medicare Customer Support 服务

Centers for Medicare
and Medicaid 服务

2020配置文件

2019配置文件

Outdoor 娱乐 Reservations for Federal Lands

娱乐.gov -
a multiagency initiative

2020配置文件

Outpatient Health Care 服务 for Veterans

Veterans Health 政府 

2020配置文件

2019配置文件

护照
服务

Bureau of Consular Affairs

2020配置文件

2019配置文件

Retirement 服务 for Federal Employees

(新!)

Office of Personnel Management

Social Security Retirement Ser恶习

(新!)

Social Security 政府

Trademark Registration and Maintenance

(新!)

U.S. Patent and Trademark Office

Veterans Education and Training Benefits

Veterans Benefits
政府

2020配置文件


Customer Experience 研究

Leading with Experience: A Framework for Customer-Focused Leadership in Government

澳门网赌正规网址平台伙伴关系和马克西姆斯联邦提出个人领导人如何改善联邦客户体验,并建议政府机构可以采取的行动,以创建一个以客户为中心的领导文化.

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幕后故事:政府任务支持服务如何利用客户视角迎接重大挑战

本问题概要展示了任务支持办公室如何创造——并且能够创造——更多以客户为中心的服务,从而更好地帮助政府解决重大挑战.

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Government for the People: Profiles on the customer experience

这份报告的特点是深入的客户体验概要,强调什么是工作良好的, where improvements are needed, and the actions that agencies are taking to strengthen the customer experience. It also highlights concrete steps that federal agencies, the Office of Management and Budget and Congress can take to enhance these ser恶习.

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作为客户的同事:任务支持服务如何改善客户体验

澳门网赌正规网址平台伙伴关系和Medallia确定了任务支持服务提供商用于改善内部客户体验的三个关键战略.

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变革的时刻:代理商如何改变业务实践以满足客户需求

在本期白皮书中,我们与埃森哲联邦服务公司(Accenture Federal 服务)合作,以确定联邦部门和机构如何重新思考传统的经营方式.

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击败税务冲击:尽早提供关键信息可以改善国税局的客户体验

In this issue brief, 我们与埃森哲联邦服务公司(Accenture Federal 服务)合作,研究国税局如何克服重大的预算和人员限制,提前解决客户的问题,提高客户的理解和体验.

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Customer Experience Dashboard

这个示例客户体验仪表盘突出了一些重要的数据,机构领导可以跟踪这些数据,从而从客户的角度理解服务.

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Beyond the Basics: Leading Practices for Improving Customer Experience in Government

这份白皮书强调了三种已被证实的私营部门战略,政府可以采用这些战略来改善公民服务, 并探讨联邦机构在实施这些做法时遇到的共同挑战.

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The Most Important Customer: Improving the Citizen Experience with Government

Benefits of improving the customer experience go well beyond satisfied customers. 了解如何在澳门网赌正规网址平台伙伴关系和埃森哲联邦服务的新问题简介.

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Serving Citizens: Strategies for Customer-Centered Government in the Digital Age

在这份报告中,澳门网赌正规网址平台伙伴关系和埃森哲强调了从联邦倡议中获得的经验教训,这些倡议通过实施以客户为中心的数字服务方法,简化和简化了与政府互动的过程.

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在新闻中

The Three Keys to Providing More Equitable Government 服务

October 8, 2021

Publication Type: 在新闻中

要实现政府服务的公平和可及性,就需要从根本上改变联邦计划和政策的设计和实施方式, and how ser恶习 and products are provided. Equity and access must be incorporated into all program elements from the start. 

Partnership for Public Service suggests review of federal tech laws, pay system overhaul

September 1, 2021

Publication Type: 在新闻中

澳门网赌正规网址平台伙伴关系为国会和拜登政府提出了一些建议,以改善政府的创新和技术现代化,同时增加联邦劳动力, in its Roadmap for Renewing Our Federal Government.

Report: Biden 政府 Must Prioritize Workforce, Tech Modernization

August 13, 2021

Publication Type: 在新闻中

政府雇佣的50岁以上关键任务IT员工是30岁以下员工的19倍, according to the Partnership for Public Service.

Federal HR in need of attention and resources, Partnership says

2021年3月30日

Publication Type: 在新闻中

当机构未能改善和改造过时的联邦人力资源时,它们在寻找最佳人才和完成日益复杂的任务方面就失去了进展, according to a recent report from the Partnership for Public Service and Deloitte.