Why should you care about the experience you provide?
Federal agencies collectively spend billions of dollars each year to deliver services to citizens and their employees. They build and launch new websites, answer copious questions in contact centers, experiment with the latest new apps, and re-engineer stalling services. While federal agencies spend so much of their limited resources and energy into creating and launching new products and programs to improve the lives of their customers, many times it doesn’t work the way they anticipated. Why?