Federal agencies recently shifted toward a human-centered approach to constituent services, focused on elevating the user experience. They are actively using feedback to improve accessibility to crucial information, simplify service processes and break down barriers. This move aims to meet people’s needs more effectively and create a user-friendly atmosphere — all of which have the knock-on effect of improving trust in government.
In the recent Nextgov/FCW roundtable, “From Initiatives to Actions: Enhancing Customer Experiences Across the Federal Government,” sponsored by Verizon, customer service experts from various agencies discussed their insights, experiences and recent achievements. Here are the main highlights:
- Listen to the public
- Use a human-centric approach to constantly evolve
- Look at the customer journey, end to end
- Listen to employees
Learn more about how Verizon is enhancing customer experiences.