{"id":17239,"date":"2018-10-24T19:21:17","date_gmt":"2018-10-24T19:21:17","guid":{"rendered":"https:\/\/one.sightlinemg.com\/federaltimes\/uncategorized\/2018\/10\/24\/these-3-agencies-are-leading-the-way-in-customer-experience\/"},"modified":"2026-08-08T04:45:35","modified_gmt":"2026-08-08T04:45:35","slug":"these-3-agencies-are-leading-the-way-in-customer-experience","status":"publish","type":"post","link":"https:\/\/one.sightlinemg.com\/federaltimes\/management\/2018\/10\/24\/these-3-agencies-are-leading-the-way-in-customer-experience\/","title":{"rendered":"These 3 agencies are leading the way in customer experience"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Improving <a href=\"https:\/\/www.federaltimes.com\/management\/2018\/07\/13\/why-customer-centered-government-empowers-feds\/\" target=_blank>citizen interactions with federal agencies<\/a> has been a key priority of the <a href=\"https:\/\/www.federaltimes.com\/management\/2018\/07\/18\/the-top-4-proposals-in-the-federal-reorganization-lineup\/\" target=_blank>Trump administration\u2019s reform efforts<\/a>, and three agencies stand out for their work to do so, according to an Oct. 23 report by the Partnership for Public Service and Accenture Federal Services.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The report highlighted the Department of Agriculture\u2019s employee-led customer experience strategy, the Federal Insurance and Mitigation Administration\u2019s focus on changing employee perspectives of who their customers are, and the Department of Veterans Affairs\u2019 designation of employee trust as its top performance measure.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cIn all these cases, the organizations aimed to substantially improve how they deliver services by reexamining longstanding approaches and business practices from the customer perspective,\u201d the report said.<\/p>\n\n\n\t<aside class=\"smg-interstitial-link wp-block-smg-interstitial-link\">\n\t\t<a href=\"https:\/\/one.sightlinemg.com\/federaltimes\/management\/career-management\/2017\/03\/24\/improving-customer-experience-honors-governments-pledge-to-citizens-says-report\/\" class=\"smg-interstitial-link__inner\">\n\t\t\t\t\t\t\t<div class=\"smg-interstitial-link__media\">\n\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/one.sightlinemg.com\/wp-content\/uploads\/2026\/08\/social-security-service.jpg.jpg?w=300\" class=\"smg-interstitial-link__image wp-post-image\" alt=\"\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"smg-interstitial-link__content\">\n\t\t\t\t<span class=\"smg-interstitial-link__kicker\">Related<\/span>\n\t\t\t\t<h3 class=\"smg-interstitial-link__title\">Improving customer experience honors government\u2019s pledge to citizens, says report<\/h3>\n\t\t\t\t\t\t\t\t\t<p class=\"smg-interstitial-link__excerpt\">A white paper looks at ways that improving the customer experience with government services make agencies work better for the American people.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/a>\n\t<\/aside>\n\t\n\n\n<p class=\"wp-block-paragraph\">At USDA, each sub-agency was required to appoint a customer experience champion to develop improvement plans.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe didn\u2019t take the approach that we had a burning platform or that there was something horrendous that we needed to fix. It is a more holistic, cultural transformation,\u201d Joe Doyle, director of the office of consumer experience at USDA, said in the report.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As the lighthouse agency for the <a href=\"https:\/\/www.federaltimes.com\/acquisition\/gsa\/2018\/06\/28\/centers-of-excellence-look-to-industry-for-phase-2-structure\/\" target=_blank>Centers of Excellence program<\/a> developed by the General Services Administration and the White House Office of American Innovation, USDA also relied on its customer experience center of excellence to improve the direct farm loan program at the Farm Service Agency.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cFor me, that is the unique piece the COEs offer,\u201d Simchah Suveyke-Bogin, the team lead for the customer experience center of excellence for GSA, said in the report. \u201cWe are not doing work for USDA; we are partnering and doing the work with them.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">At the Federal Insurance and Mitigation Administration, which administers the National Flood Insurance program, employees were encouraged to shift their thinking from seeing the insurance providers as their primary customers to instead see the insurance policyholders as the primary customer of the agency.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cAt that time, the program staff and leadership, like many in government, felt their primary duty was to act as good stewards of taxpayers\u2019 money. Their mentality was to protect the National Flood Insurance Fund first, not the policyholder,\u201d Chelsea D\u2019Angona, former deputy director of FIMA\u2019s customer experience office, said in the report. \u201cInstead of primarily focusing on the fund, we focused on people.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The resulting changes enabled the office to better address the needs of flood insurance holders after hurricanes Harvey and Maria in 2017.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The VA was one of the only agencies to use customer experience as a top measure for agency performance through the establishment of a Veterans Experience Office in 2015 and the development of a five-part, comprehensive data framework for veteran feedback.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cAll of our projects and enterprisewide initiatives start with the premise that we listen to the voice of our customer,\u201d said Lynda Davis, the VA\u2019s chief veterans experience officer, in the report.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The report identified four lessons from those agencies that others can use to improve the citizen experience:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Measure what matters to the customer;<\/li><li>Test long-held assumptions;<\/li><li>Empower the workforce in the field; and<\/li><li>Set aside time and resources for change-management from the start.<\/li><\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThese actions will prepare agencies to deliver a better experience now, and also will help ensure that they can adapt to the changing needs of their customers in the future,\u201d the report said.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Three agencies are leading the way with the Trump administration&#8217;s priority to improve citizen experiences with the government.<\/p>\n","protected":false},"author":7,"featured_media":27381,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_meta-robots-noindex":"","_yoast_wpseo_meta-robots-nofollow":"","_yoast_wpseo_canonical":"","_acf":"","_yoast_wpseo_primary_category":15,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","_smg_distribution_targets":[]},"categories":[104,106,31,15,33],"tags":[],"coauthors":[2853],"class_list":["post-17239","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-acquisition-update","category-daily-brief","category-home","category-management","category-newsletters"],"acf":{"subheadline":"","legacy_arc_id":"MTBNBWKKQJDABGKPUEB4YUMFAU","arc_canonical_url":"\/management\/2018\/10\/24\/these-3-agencies-are-leading-the-way-in-customer-experience\/","remove_feature_photo":false,"is_sponsored":false,"subtype":"","redirect_url":"","disable_inline_ads":false,"native_logo_pretext":"Presented By:"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.0 (Yoast SEO v28.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>These 3 agencies are leading the way in customer experience - Federal Times<\/title>\n<meta name=\"description\" content=\"Three agencies are leading the way with the Trump administration&#039;s priority to improve citizen experiences with the government.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"These 3 agencies are leading the way in customer experience\" \/>\n<meta property=\"og:description\" content=\"Three agencies are leading the way with the Trump administration&#039;s priority to improve citizen experiences with the government.\" \/>\n<meta property=\"og:url\" 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