ACT-IAC CX Summit Take Aways: CX Critical to Agency Ecosystems; Quantify Successes; and Not the Final End State
In early December, ACT-IAC hosted its CX Summit 2023, which provided discussions, examples, technology, case studies, and modernization techniques to assist both government and industry users in delivering Digital First Customer Experiences (CX).
The event brought together government leaders such as Federal Chief Information Officer Clare Martorana, as well as CX leaders from the Internal Revenue Service (IRS), the Department of Homeland Security (DHS), the Department of Veterans Affairs (VA), the Department of Education, the Social Security Administration, and more.
Thanks to the President’s Management Agenda (PMA), as well as new Technology Modernization Fund (TMF) CX investments, CX has become a critical tool to advance digital services for citizens, constituents and government employees.
The Makpar team had the privilege of attending the CX Summit 2023, and came back with several themes and takeaways regarding the current and future state of government CX:
Ask the Right Questions: Many citizens and constituents can’t really tell you their wants and needs. As such, it’s important for agencies to ask the right questions and participate in as much discovery as possible. The granularity of information that is being presented must also be considered when building out a comprehensive CX framework that is truly based on trust.
CX is a Critical Part of an Agency’s Ecosystem: Embedding CX throughout an agency’s entire ecosystem – both internally and externally – builds consensus around mission requirements while making digital first experiences nearly ubiquitous.
Quantify Your Successes: We now have the CX-related tools that can help better quantify successes. This creates support for funding requests and gaining internal buy-in. It also identifies small wins that can be celebrated internally, since it’s all too easy to focus on the negative.
CX is Not an End State: Enhancing CX is not an end state; it is an ongoing process continually improved by incorporating lessons learned and additional insights.
Many government leaders also shared key insights on their CX successes and strategies for going “digital first.” For example, IRS Commissioner Danny Werfel gave a keynote address where he discussed the agency’s current digitization successes.
Federal CIO Clare Martorana discussed how the OMB is building analytics tools to measure the effectiveness of federal agency websites’ customer experience capabilities.
Nicshan Floyd, Deputy Director of the DHS Customer Experience Directorate (CXD), highlighted how CX capabilities are “taking root” across the agency’s different components, which is being driven by the PMA.
Our good friend and mentor Amanda Chavez, Vice President of Customer Experience at NuAxis Innovations, also participated in a lightening round presentation with Matt Stevens, Director, MySBA Initiative at the Small Business Administration (SBA), about enhancing CX for small business owners through data integration.
"What Matt and the MySBA team are doing to enhance the customer experience through data integration is honestly incredible,” said Chavez “Through Matt's leadership on this initiative, the MySBA team is integrating data from across the SBA into a unified platform. This is part of a bigger push to accelerate CX across the agency, and it's so cool to be a part of such a big moment at the SBA!"
CX Summit 2023 certainly advanced many discussions for making a digital first government a reality. Contact us here for more information on how Makpar can help enhance your government CX journey.