Making Connections That Matter with Better Public-Sector Customer Service

Governments have made great strides in the past few years to improve the customer experience (CX), in part because of a growing realization of its importance and because of federal mandates such as President Obama’s 2011 customer service executive order. In GovLoop’s recent survey of 176 public-sector employees, results showed that although they still face significant obstacles, governments have gotten better at understanding the value of good customer experiences, and are working hard to clear the remaining hurdles out of their way.

In conducting this survey, which aimed to understand if CX is an increasing priority for government, GovLoop partnered with Avtex, a full-service CX consultancy focused on helping organizations build trust with their customers.

In the following pages, we dissect the results, give context and understanding to their challenges, and give advice on the way forward with government CX.