Ep 91 - Government Customer Experience in the Modern Age

In today’s modern IT environment, rapid systemic change is an ideal that many strive for, but few achieve. This is doubly the case for federal agencies which often lack the lateral movements that their public sector counterparts may have. However, in today’s podcast, Government Technology Insider hears how agencies are overcoming operational issues to bring the next generation of government customer experience to their services.

“Federal agencies are recognizing and preparing to build the internal culture and the focus on the customer experience,” Teresa Weipert, General Manager and President of Maximus Federal told Government Technology Insider. “[To build both] you need to understand the vulnerabilities facing your audience.”

One case that Weipert pointed towards as an example of how federal agencies can cultivate a customer-focused mentality was the CDC’s response to the COVID-19 Pandemic. “Not everyone had access to a phone that can download apps, [the CDC realized that] you need to be in libraries, in kiosks, or something else that is devised to engage with citizens directly.”

While bolstering accessibility must be a priority, federal agencies still face challenges with implementing solutions against limited and difficult-to-expand budgets. Weipert’s advice to cost-conscious agencies looking to focus on customer experience? Learn more about how the ROI can result in a more efficient and well-received agency. “[When you go to capture the ROI], capture not only the hard assets, e.g. technology benefits,” Weipert continued, “but also make sure to include the soft dollar returns, e.g., improved citizen trust.”