How Do I Talk to Customers?
Helpful information on Paperwork Reduction Act (PRA)-friendly ways to gather feedback from, and talk to, your customers.
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Customer Experience (CX)
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DHS Announces Customer Experience Improvements One Year Following President Biden’s Executive Order
Homeland Secretary Alejandro N. Mayorkas announced customer experience improvements the Department has implemented since President Biden’s signed the Executive Order, “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government,” which directed agencies to improve the overall experience for customers accessing government services and benefits.
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| Blog
Lessons Learned Over One Year of the CX Executive Order
It's been a year since the signing of the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.
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| Publication
HSAC Subcommittee Final Report
On December 6, 2022, the Homeland Security Advisory Council's provided the Final Report from the Customer Experience and Service Delivery Subcommittee.
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Reporting on Usability Testing
The final step in the usability testing process is the creation of a report that clearly identifies the ways a service can be improved.
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Burden Reduction at DHS
Learn how the Federal government uses human-centered design practices to reduce burdens for both employees and the public.
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| Blog
Why We Need UX Researchers and Designers in the Federal Government (Part 3)
Third article in series showcasing how you establish design roles at your agency, recruit talented designers, successfully interview candidates, and ensure designers are successful in your organization.
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CX Guides & Kits
You don't need to recreate the wheel, especially if you are just starting as a CX Practitioner. Instead, check out the resources we pulled together that represent proven approaches to fostering a customer centric mindset in the Federal government.
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Federal CX Guidance
Find out how the Federal government is making customer experience (CX) a priority through customer-focused design and public transparency.
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CX Glossary
Learn about important key terms and concepts used frequently in customer experience.