Washington, D.C., skyline with Lincoln Memorial, Washington Monument, and Capitol building

MITRE Response to OMB’s RFI on Improving Customer Experience

Citizens expect government customer services to be efficient and intuitive, just as from leading private-sector organizations. In this RFI response, MITRE provides data-driven recommendations to improve federal customer experience.

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MITRE has conducted extensive research on how to apply leading private sector practices for improving customer experience and service delivery to the federal sector. During this time, leading practices evolved to integrate agile, data analytics, and systems thinking to strengthen the evidence-based rigor of human-centered design methods.

Throughout our research, MITRE has prototyped and piloted the specific methods in several federal agencies to inform the customer experience and service delivery insights cycle and resulting framework. We leverage these experiences to provide recommendations on how to enhance federal customer experience.