Government for the People: Serving the Public in a New World : Partnership for Public Service , October , 2020
Government for the People: Serving the Public in a New World : Partnership for Public Service , October , 2020
From the report: “Federal leaders are striving to transform the customer experience with government services. They recognize that a laser-like focus on customers can help their agencies meet rising expectations and accomplish their missions. Research also shows that meeting customer expectations can improve trust in government, which now stands near an all-time low (see Figure 1).
The importance of providing a good experience is reaching new heights as the public continues to rely on vital government services during the coronavirus pandemic, and agencies have had to drastically reshape how they deliver those services.
The pandemic changed how people interact with one another, shifted their expectations about what they can accomplish from home and altered the nature of work. The federal government is adapting accordingly. Whether agencies are delivering health care services for veterans, processing tax refunds or answering questions about Medicare benefits, one thing is clear: The old ways will not work anymore.”
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