The guidance on this page can help your agency implement the Digital Gov Strategy |
Customer Experience Model
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Follow this five-step model to "wow" your customers, cultivate a positive image for your agency, and create an exceptional customer experience:
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Engage Leadership
Provide clear vision, enthusiasm, and governance -
Create a Customer-Centric Culture
Focus on service and organizational values -
Understand Your Customer
Listen and respond to customer needs -
Deliver an Exceptional Experience
Offer solutions that win customer loyalty -
Exceed Expectations
Measure success and continuously improve
Put customers at the center of all you do, and you'll turn satisfied customers into advocates who:
- Actively promote the services provided by your organization
- Share positive stories about your agency with others
- Create more trust in government
Supporting Guidance
- Presidential Executive Order on Streamlining Service Delivery and Improving Customer Service
Content Lead:
Alycia Piazza
Page Reviewed/Updated: August 24, 2012