The General Services Administration wants the federal government to get into a customer-first mindset, and to help, the agency released a customer experience roadmap document explain to federal agencies how to do it.
The Evaluation and Buying Guide provides federal agencies an overview of customer experience, tips for framing customer experience efforts, principles for evaluating industry partners, acquisition help and additional resources. It also offers a three-phase approach to transforming an agency priority into a measurable customer experience initiative.
“Agencies are making significant progress in building customer-centric services,” said GSA’s acting Chief Customer Officer Matt Ford in a statement. “GSA developed this guide based on the needs agencies have expressed in structuring contracts and identifying the best industry partners to help accelerate their service transformations.”
The guide leads with four basic tenets: focus on a persistent customer need; start with an inspiring vision for changes; identify your needs and ask for help; and share your research in the open.
Keep reading this article at: https://www.nextgov.com/it-modernization/2020/04/gsa-develops-human-centered-design-buying-guide-agencies/164990/