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Here’s What Feds Can Learn About CX from Local Government
NextGov: Federal government agencies are working to meet citizen service goals set out in the President’s Management Agenda. In doing so, they do not have to start from scratch. There are some best practices already in process in the federal government, such as the work of General Services Administration and Agriculture Department ramping up the IT Modernization Centers of Excellence to build an agencywide portal to handle citizen contacts. But even more mature CX programs can be found within city and county governments. Both Philadelphia and New York City, among many other cities, have successfully implemented 311 contact centers for their citizens.
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