Use Data, Not Assumptions, to Improve the Customer Experience

Agency leaders and the citizens they serve are not always on the same page.

Most federal leaders assume they understand the needs and problems of those coming to them for assistance, whether it’s veterans, businesses, college students, senior citizens or others who rely on the government for help. But they do not always have data to justify those assumptions about their customers.

A new report from the Partnership for Public Service and Accenture Federal Services, “Government for the People: The road to customer-centered services,” examined agency efforts to implement a customer-centered approach, and found many challenges. At the same time, the report offers examples of successes that can be replicated across government.

To continue reading this article, click here.

Who are the customers you, as an HR practitioner, serve? How could you use data to improve their performance? What data would you use and how would you collect it?

Leave a Reply

Your email address will not be published. Required fields are marked *