In 2019, government services not only ranked dead last on the American Customer Satisfaction Index (ACSI) – Uncle Sam beat all segments to the bottom by a full 10 percent. Surprised…I bet not. The Federal government has never embraced customer experience excellence…and COVID-19 underscored just how dangerous this indifference can be – consider citizens left waiting for critical benefits for weeks and months due to outdated systems or trying desperately to find accurate information on testing protocols and locations.
Citizen service goes to the strength of the economy, it goes to voter satisfaction, and, more importantly, it goes to trust in our government – perhaps never a more important value.
How do we help government listen to the customer and step into the 21st century? What can we learn from Amazon, Google, and Uber – and should we consider public-private partnerships to change the failing status quo?