Now, more than ever, government agencies must get customer experience—service delivery to the public and within their agency—right. Some agencies do this better than others. Some excel at it. Why has CX become so important and where is it going?

The right information, the right service, the right time. Omni-channel experiences use modern technology to create simple, seamless, secure, and scalable experiences that connect citizens with what they’re looking for when they need it most. Personalization in government leverages data and insights, dynamic content across web, mobile, and apps, intelligent forms, and personalized and automated communication to build trust in government service delivery and strengthen and empower the workforce.

Last December, the White House put a priority on CX as part of the federal management agenda, elevating sustained, cross-government service delivery processes. The objective has broad aims, from improving customer-facing services, to modernizing and improving systems and reducing administrative burdens.

How can federal agencies set the tone not only to implement technologies that improve CX, but also foster a workforce culture that can leverage it best? In other words, how are agencies training and implementing workforce to deliver effective CX across multiple networks, capabilities, and operations serving internal and external customers?

Government has realized the need for superior customer experience as a core strategy in fulfilling its collective missions. The importance of experience has been underscored by recent Executive Orders, and is a common theme in the recent Biden Admin’s PMA. The “What” and "Where" to focus on to improve that experience is clearly defined. However, the mechanics of “How” we improve Experience at scale comes with massive disruption across the entire Govt ecosystem and community. How can we achieve innovation and transformation through an Experience-Centric lens without significant disruption?

Data is the lifeblood of CX goals, including tapping diversity, inclusion, accessibility, for customers, as well as setting a path for the organization. Managing data from customer interactions can improve future performance and set a more effective course for services.

Cutting-edge identity proofing technologies are needed by agencies for accurately identifying users while reducing the fraud footprint. From multi-modal biometrics to liveness detection and anti-spoofing, this discussion is informative for strategists and technologists alike. If fraud is a concern in your organization, watch now.

Acquisition can be the foundation of good CX. Incorporating CX processes and user input into the buying process can yield focused, effective acquisitions that fit into agency goals.

Agencies have to multi-task to get to efficient and effective CX, including managing digital services across multiple delivery channels and increasing self-service options across those channels. What’s the best path?

Whether you have hundreds, thousands, or millions of constituents to serve, you also have a staff that’s only a fraction of that number, meaning increased efficiency can be a difference-maker. Two areas that are ripe for improvement in many government agencies and departments are documents generation and contract management. And when those areas are augmented with automation, the results are improved citizen, customer, and vendor satisfaction. This session explores how to get started today with document generation and contract management.

The pandemic has only underscored the importance of CX, showing that effective services and processes serve not only agencies’ missions, but also the public. Moving ahead, how can agencies use the past two years’ experiences to shape their CX efforts.