Part C: Customer-Centric Other Information:
The quality of digital services that we provide determines our reputation and trust as an institution. It profoundly affects
the customer experience that our employees and citizens have in working for, and engaging with, the Federal Government. Digital
services include the delivery of digital information and transactional services (e.g. online forms, benefits applications,
timecard submissions) across a variety of platforms, devices and delivery mechanisms (e.g. websites, mobile applications,
and social media). Regardless of the form they take, these digital services must be designed and delivered with customer service
first in mind and reflect the technologies used by today’s customers. Customer-centric government means that agencies respond
to customers’ needs and make it easy to find and share information and accomplish important tasks. It requires holding ourselves
to a high-standard of timely data, informative content, simple transactions, and seamless interactions that are easily accessible.
The mantra of “anytime, anywhere, any device,” is increasingly setting the standard for how information and services are both
delivered and received in a two-way exchange of information and ideas. We must embrace the ability of new technologies to
drive participation in the digital public square. To develop innovative, transparent, customer-facing products and services
efficiently and effectively, the Federal Government must also focus on the fundamentals of customer-centric design: measure
how well we are providing meaningful services; focus our efforts on those interactions that have the most use and value; institutionalize
performance measurement; and continuously improve services in response to those measurements.
Objective(s):
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