Customer experience is a whole-of-agency endeavor – VA USDS Exec

“One way to make significant improvements in customer experience (CX) is to take a holistic view of all the public-facing elements of an agency’s mission, said Marcy Jacobs, the executive director of the U.S. Digital Service at the Department of Veterans Affairs, and Simchah Suveyke-Bogin lead of the Customer Experience Center of Excellence at the General Services Administration.

“The way government is funded and organized doesn’t lead to good cross-agency CX improvements,” Jacobs said during a panel on personalized digital experiences. “It could be that a business line is building a thing and they’re not thinking about the context of how … anyone interacts across multiple touch-points.”

For example, a large agency like the VA might provide several unrelated services to the same person, Jacobs said, but there shouldn’t be wide…” Read the full article here.

Source: Customer experience is a whole-of-agency endeavor, leaders say – By Tajha Chappellet-Lanier, May 10, 2019. Fedscoop.

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