Achieving Transformational Customer Experience

September 2020
Topics: Systems Modernization, Policy, Federal Government Services, Government Agency Operations
Edith Hughes, The MITRE Corporation
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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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