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For Customer Experience Professionals

Good News And Bad News For Federal Digital Customer Experience

Insights From Forrester's Consumer Technographics® Survey

February 22, 2017

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Why Read This Report

Thanks to the Obama administration's final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that federal websites and mobile apps are in trouble, and customers remain skeptical about the future of digital government. In this report, we detail key findings from a recent Forrester survey for CX professionals. We highlight federal customers' attitudes toward various digital channels, identify major digital CX initiatives that still leave customers cold, and offer three tactics to keep federal digital CX on the right track.

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Table of Contents

  • Federal Digital Government Trended Upward In Obama's Final Year
  • Websites And Mobile Apps Are Huge Black Eyes For Federal Digital CX
  • The Public Is Skeptical About The Future Of Federal Digital Government
  • Recommendations

  • Three Core Tactics To Make Digital Services More Customer-Centric
  • Supplemental Material
  • Related Research Documents

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