CX in Government: Creating Inclusive Experiences

CX in government services has taken center stage in the past two years, from filling out census data and registering to vote, to filing taxes and signing up for COVID-19 vaccines.

There has never been a more critical time for local, state, and federal agencies to prioritize creating an inclusive customer experience (CX).

But how? We look at different ways to deliver digital services that meet citizen needs and expectations through our approach to CX in government. Here, you will find resources created for government agencies looking to create a more inclusive customer experience. 

A shift in mindset

A new 2021 Executive Order, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government, marked a transformative shift for government organizations. Agencies traditionally oriented toward serving the “American public” are now asked to understand that public as customers—who deserve and demand excellence in customer service. 

In our recent webinar on Prioritizing an Inclusive Customer Experience in Government, we look at the challenges and opportunities behind this shift, and how government agencies can embrace lessons from the private sector to achieve excellence in customer experience. 

A deeper dive into implementing change

A positive customer experience with a brand, product, or service has a significant impact on an organization’s success. Successful companies have known since the early days of the Internet that focusing on customer experience to create inclusive, intuitive online experiences has a direct impact on the bottom line.

What can agencies do to deliver faster, better, more accessible, and inclusive digital services that meet—and even exceed—citizen expectations? Explore related content aimed to help government agencies improve their customer and user experiences.

About Us

Forum One is a trusted partner to help government agencies effectively communicate with their audiences, maximize internal resources to increase return on investment, and modernize technical frameworks. We help local, state, and Federal government agencies update outdated technical systems, streamline internal communications and collaboration processes, and better use the data they have available to make informed decisions when it comes to better meeting citizens’ changing needs. 

Our clients represent some of the most impactful in the public and social sector. We have partnered with many organizations such as the CDC, HHS, Colorado WIC, Fairfax County Public Schools, the Smithsonian Institute, Peace Corps, and EPA to extend their reach and better serve audiences through digital technology. 

The customer experience looks different for every agency. We help the Consumer Financial Protection Bureau (CFPB) enhance the CX of consumerfinance.gov through new features and design elements, as well as creating interactive educational tools and visual assets ranging from print reports to interactive infographics. We have worked with EPA for over a decade to unify and optimize the agency’s complex online presence, encompassing hundreds of websites. Since 2012, Forum One has designed and built engaging, interactive digital reports to help diverse audiences understand and share results from the Nation’s Report Card.

Our previous work and mission align with the Customer Experience executive order and will continue to support delivery through a human-centered approach. Forum One’s services are on the GSA Schedule, and we have a dedicated government practice ready to react to your upcoming requirements. For more information on our current contract vehicles and past performances, visit here.

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