Resource Human-Centered Design Customer Experience (CX)

Biden-Harris PMA Webinar: Streamlining Service Delivery for Five Life Experiences

The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.

Organization: Performance.gov

Authors: Loren DeJonge Schulman, Amira Boland, Maya Mechenbier, Michael Windle, Alicia Rouault, Sarah Esty

Published Year: 2023

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The document summarizes a March 2023 webinar hosted by Performance.gov focused on the President’s Management Agenda (PMA) and customer experience (CX) initiatives across federal agencies.

Key insights include agency leaders sharing progress, challenges, and strategies for improving public service delivery, with an emphasis on cross-agency collaboration and the use of data to enhance customer satisfaction.