In this episode of The CX Tipping Point, Martha Dorris, the host, is interviewed by Alex Yerkes, the producer. Martha discusses the difference between customer experience, customer service, and user experience, including the components of CX such as governance, customer understanding, performance measurement, culture and design thinking. She also expands on her testimony to the Senate Homeland Security and Governmental Affairs Committee on “Putting People First: Building Trust in Government through Customer Experience” last month.
Martha discussed the value of delivering excellent, equitable and secure government services to the public, to government employees, to the government and to building trust in government which was the focus on the Biden-Harris Administration’s management agenda and operationalizing the Government CX policy framework through the subsequent Executive Order 14058 on “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.” In the podcast, she cited the 2021 Pew Public Trust in Government data. “The Public Trust in Government: 1958 through 2022” research has shown trust to drop by 4% in 2022 to 20%.
Martha provided her unique perspective on improving customer experience in the federal government, including the challenges they have faced and successes along the way, as well as the importance of making the improvement of government services a priority with a vision and roadmap for designing services during key life events by putting people first, identifying short-term commitments for agencies, and strategies for incorporating CX into the business of government.
Martha also gave some tips on how to “get started” in any organization and for a person who is interested in CX and what the government can learn from the private sector. For further information on how CX is being implemented in the federal government, subscribe to “The Citizen Services Newsletter” or listen to previous CX Tipping Point podcasts. We continue to strive to improve the lives of Americans through transformed government services.