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Biden Administration Expands Government Definition of Customer Experience
According to a recent report by Nextgov, the Biden Administration has introduced new language into the current government definition of “customer experience”, putting increased emphasis on areas such as equity effort to push government agencies toward positive development.
The new changes can be found in Section 280 of the revised guidance, which has been the first update since August of the previous year.
The literature clarifies:“As a Federal government, it is our responsibility to ensure that every interaction a member of the public has with their government demonstrates competence and builds trust,” “To that end, measures of experience (including measures of equity (e.g., participation), effort (burden/friction), and those outlined further in this guidance) are of co-equal importance as traditional measures of financial and operational performance, and which this document begins to outline an accountability framework to deliver.”
Customer experience programs are often discussed with a business-centric focus, with hardly any attention toward government programs that often deal with many of the same issues as regular businesses. While the phrasing of the government documents may seem somewhat insignificant, the act itself demonstrates a clear step forward toward offering citizens more comfortable experiences through government procedures.
Government agencies have long maintained a reputation for being slow and unconcerned with the treatment of customers. However, the recent developments with CX technology in the business world has proven to be extremely successful for promoting positive experiences, pointing out the massive value of proper customer attention for long term growth and success.
This effort shows, at the very least, that the government is attempting to make agencies more aware of the importance of equitable service for all. While changes will likely not be immediate, the mere fact that the language has changed at all marks a positive step forward toward fair treatment for government services.
Edited by Maurice Nagle