These include a vast scope of services to be modernized, a variety of stakeholders with different needs and constraints, complex funding and procurement mechanisms, and legacy technologies that may not support current customer experience (CX) goals. Leaders across government recognize the opportunity to apply best practices to improve delivery of public services to customers, but compared with private entities, public-sector organizations face a unique set of challenges. Federal government services rank near or at the bottom in customer experience ratings, with most customers rating their experience as “poor” or “very poor.” 1 “American Customer Satisfaction Index: Federal government report 2021,” American Customer Satisfaction Index, JanuEric Egan, “With customer satisfaction at a new low, federal agencies still fail to measure it well or provide enough digital services,” Information Technology & Innovation Foundation, October 24, 2022. Research shows that government lags behind the private sector in providing high-quality, end-to-end experiences that satisfy customers. Innovation in the private sector is raising customer expectations, and individuals are demanding more from the organizations with which they interact.
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