Case Study

The US Government Tackles Interagency Cooperation To Improve CX

A Customer Journey Approach Backed By Customer Research Fuels Collaboration

November 30th, 2023
Colleen Fazio, Senior Analyst
Colleen Fazio Senior Analyst
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Summary

Like any large organization, the US federal government struggles with interagency coordination to improve federal customer experience (CX). Armed with the Administration’s commitment to better CX, the Office of Management and Budget (OMB) tackled silos with a customer-journey-based approach organized around critical moments in peoples’ lives.

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