Trends Report

Brief: The Four Digital Customer Experience Plays Signify A Big Step In The Right Direction

The US Digital Services Playbook Series

October 3rd, 2014
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Nigel Fenwick, null
Nigel Fenwick
With contributors:
Allegra Burnette , John Dalton , Corey Stearns

Summary

In August, the White House announced the creation of the US Digital Service, which promptly released the US Digital Services Playbook. This playbook, which spans the fields of customer experience, digital governance, development and operations, and data and analytics, provides federal CIOs a modern and reliable approach to improving federal digital services. In this report — the second in our series on the new federal playbook — we offer CIOs guidance for implementing and improving upon the first four plays, which focus on the customer, or citizen, experience.

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