In October, CXPA Member Jerry Seufert, an active CX coach, posted on the CXPA Open Forum asking for fellow members interested in U.S. Federal government customer experience practices to join a conversation about how CXPA might help influence and support Federal CX practices and thereby support a better citizen experience. Online exchanges between interested members led to a call with several CXPA members, CXPA Chair Barbie Fink, CCXP, and me. The call gathered perspectives about the possibilities and challenges of Federal sector CX. It was agreed that CXPA would explore ways to better understand these issues and consider ways to support the improvement of the U.S. Federal Government customer experience.
On December 13, 2021, President Biden signed an Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government as a key part of the President’s Management Agenda. CXPA is pleased with this public commitment to the adoption of CX! We have sent a letter to the President to applaud this action and bring light to the good work of CXPA, and Certified Customer Experience Professionals that are leading and supporting the United States Government’s customer experience journey. You can read the letter online here.
CXPA member Stephanie Thum, CCXP, an expert consultant on CX in the Federal government, has noted that this Executive Order is the latest step in the government’s work in customer experience, much of which is being led by the Federal Customer Experience Team at The Office of Management and Budget (OMB) and U.S General Services Administration. This includes guidance such as OMB Circular A-11, Section 280 - Managing Customer Experience and Improving Service Delivery (PDF) and resources such as the Customer Experience Toolkit.
As noted in our letter to the President, CXPA is particularly proud of the Certified Customer Experience Professionals currently leading government sector customer experience including Stephanie Bogan CCXP, Chief Customer Experience Officer, National Archives and Records Administration; Toni Krasnic, MBA, CCXP, CX Administrator for Patents at the United States Patent and Trademark Office; Martín C. Franzini, CCXP, Chief of Digital Product and Experience at National Gallery of Art; Eric Bruce CCXP, Head of Visitor Experience and Evaluation at National Gallery of Art, National Gallery of Art; Soni Meckem CCXP, White House Presidential Innovation Fellow Detailed to the VA; and Lloyd “Colt” Whittall, CCXP, Chief Experience Officer, Department of the Air Force.
Kudos to all of these members who are helping to advance CX by sparking conversations, providing valued coaching and consulting services, and leading CX in the U.S. government!