Achieving Transformational Customer Experience

By Edith Hughes

As federal agencies provide an increasing number of services through digital channels, they're focusing more on customer experience. And they're adopting best practices from the private sector to better serve citizens.

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A core responsibility of government is to deliver value to the public. In performing their missions, federal agencies interact with a wide range of customers to co-create that value, providing essential products and services to individual citizens that contribute to the safety, security, and well-being of society.

The government has called for federal agencies to adopt the principles and practices proven in leading private-sector organizations—where customer experience is a core business discipline.

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