The American Council for Technology and Industry Advisory Council (ACT-IAC) released a paper this week that sets forth recommendations to improve customer experience (CX) and service delivery.

The Improving Customer Experience and Transforming Service Delivery paper expands on ACT-IAC’s Agenda 2021 capstone document released in July, and focuses on understanding customers, transforming service delivery, and measuring impact and increasing accountability.

“The mandate for improving customer experience will have profound positive impacts on mission outcomes across government,” ACT-IAC CEO Dave Wennergren said. “We are very grateful for the outstanding group of thought leaders who have developed this important paper to guide the actions of government in the years ahead.”

The paper provides recommendations to help build on previous efforts to improve CX, including:

  • Expanding and deepening the focus on CX across the Federal government;
  • Measuring and reporting progress that improves CX;
  • Strengthening the governance and capacity to drive CX improvements governmentwide; and
  • Increasing investments in improved CX initiatives and accelerating the shift to digital access and self-service, while supporting and enabling CX initiatives and measurement across program and agency boundaries by providing adequate resources.

“This paper outlines key strategies for better understanding customer needs to transform how services are designed and delivered and makes recommendations for measuring mission impact and increasing accountability,” said one of the paper’s developers, Kathy Conrad, from Accenture Federal. “Together, these provide a path forward that will build enduring trust and confidence in government and achieve mission outcomes.”

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Jordan Smith
Jordan Smith
Jordan Smith is a MeriTalk Senior Technology Reporter covering the intersection of government and technology.