A New Era of Federal Customer Experience

Faced with new administration policies and priorities, federal agencies are scrambling to reassess their program strategies, processes and resource allocations. These shifts pose unique challenges for government employees, who often bear the brunt of transitions through new workflows, bigger workloads and the need to adapt to evolving expectations.

This year, federal agencies will face the dual challenge of adapting to new executive leadership and complying with the recently enacted Government Service Delivery Improvement Act (GSDIA). This landmark legislation is designed to enhance the efficiency, effectiveness and transparency of government services, placing renewed emphasis on customer experience (CX) and employee experience (EX). Teaming up with outside partners could help many agencies navigate the often-complex changes that accompany a new administration and major legislation.

Understanding the GSDIA

The GSDIA establishes a forward-thinking framework to improve how government delivers services. By prioritizing both CX and EX, the act seeks to transform the relationship between government agencies and their constituents. Key provisions include:

• Enhanced CX: To elevate CX, agencies must streamline processes, leverage technology and actively collect and act on customer feedback. The goal is to provide seamless, efficient and responsive services that increase trust in government.
• EX integration and prioritization: Recognizing that employees are the cornerstone of quality service delivery, the act emphasizes initiatives that foster engagement, support and professional development for federal workers.
• Cross-agency collaboration: To encourage innovation and efficiency, the act promotes collaboration among agencies to share best practices, resources and tools that drive improved service delivery.
• Government-wide standards: The Act mandates the creation and implementation of standards, policies and guidelines to improve services and programs across federal agencies, promoting consistency and quality in service delivery.

Adapting to Change

Following these steps can help federal agencies adapt effectively to the new rules and a changing government landscape:

Use data-informed strategies to improve customer, employee and organizational outcomes. Conducting qualitative and quantitative research allows agencies to gain a more comprehensive understanding of customer and employee needs. By analyzing multiple data sources, agencies can confidently identify key pain points across services, prioritize opportunities and set clear, measurable goals to drive unified CX and EX strategies.

Break down organizational silos to achieve systemic change. Utilizing collaborative approaches that bring together the organization’s people, processes, policies and technology can help achieve better service delivery outcomes. A holistic service design approach enables cross-functional collaboration that improves operational efficiency, drives innovation and enhances the overall customer and employee experience.

Integrate employee insight and engagement. Employees are a critical source of insight into agency operations and inefficiencies. Co-creating solutions with employees and getting their feedback on solution prototypes addresses workforce concerns and fosters employee engagement and ownership.

Meet reporting requirements and drive successful outcomes. Agencies will have to track and report on their progress improving service delivery in accordance with new government standards. Developing robust service measurement frameworks and transparent reporting mechanisms will ensure they accurately track improvement efforts, demonstrate accountability and maintain compliance.

Transform workplaces into modern, efficient digital environments. Effective communication, collaboration, information management and streamlined operations are critical for today’s government workforce. By leveraging cutting-edge technologies, including artificial intelligence, agencies can enhance productivity, foster innovation and maintain secure and efficient operations.

Support employees during change and build capacity for service excellence. Workforce training equips employees with the skills and knowledge needed to adapt to new processes and technologies, while change management prepares and supports employees moving through change. Together, these approaches empower employees to contribute meaningfully to service design improvements, enhance organizational adaptability and drive sustained improvements in customer experience.

How Partner Support Can Help