Customer Experience

---

With today’s focus on improving government services, the Professional Services Council is forming a new Vision Forecast team to focus on citizen services and/or customer experience (CX). Volunteers for this team will focus on identifying the priorities and challenges agencies are having when improving CX from the perspective of governance, strategy, performance measures, design thinking, culture, and customer research. Interviews will be conducted with the Office of Management and Budget, agency customer experience teams, digital services teams, and IT staff. Improving government services is prioritized in the President's Management Agenda and associated guidance along with new legislation, including the 21st Century Integrated Digital Experience Act.

---