Improving the Government Experience: Building Trust with the Public Sector’s Customers

Multiple presidents prioritized customer experience improvements at the national level, and in 2021 President Biden signed an executive order directing federal agencies to take actions that would improve government’s responsiveness to the American people. Prioritizing improvements to websites, phone systems, offices and other front-line services that the American public experiences is a strategy for improving the efficiency of government operations and strengthening trust in democratic institutions. Successfully deploying customer experience initiatives requires key capacity – including data infrastructure and sharing capabilities. 

The Data Foundation and our partners Informatica and TD Synnex hosted a discussion on June 15 about success stories of government customer experience efforts, the role of data in the success, and strategies for improving the efforts moving forward based on our report, Government's Experience with its Customers to Build Trust: CX/ GX success stories in pathways for a more responsive public sector.