Customer Experience

Vision Federal Market Forecast Study Team

With today’s focus on improving government services, the Professional Services Council formed a Vision Forecast team to focus on citizen services and/or customer experience (CX).  This team focuses on identifying the priorities and challenges agencies are having when improving services from the perspective of governance, strategy, performance measures, design thinking, culture, and customer research and understanding. Discussions are conducted with the Office of Management and Budget (OMB), agency customer experience and digital services teams, and IT staff. Improving government services has been a focus for several Administrations and has been implemented through guidance in Section 280 of OMB Circular A-11.  The 21st Century Integrated Digital Experience Act (IDEA) was also passed in December 2018 to focus federal agencies on improving digital experiences by improving websites, digitizing forms and electronic signatures. 

Team Notes

Team notes are available to Vision study team volunteers only. If you are not a study team member and would like to become one, click here.