B302: Importance of the Customer Experience in the Federal Government

Track B: Real World Case Studies – Wednesday 26 April 
10:00 – 10:45

Is customer experience just as important in the federal government as it is in the private sector? You bet it is. This case study session examines how the Department of Health & Human Services’ Program Support Center was able to fill in the gaps in its customer experiences based on feedback it received highlighting a need to communicate more often and more effectively with customers. The agency learned a lot of lessons and established a number of industry best practices along the way and shares them in this session.

Presented by: Jd Walter, Sean Follin