A webinar at 1 p.m. EST on Thursday, February 29 will delve into ways that performance data can improve customer experience with government service delivery. Titled “Keeping Current: Using Performance Data to Improve Customer Experience”, the webinar is sponsored by the Center for Accountability and Performance (CAP), part of the American Society of Public Administration (ASPA). For more information and to register, click here. 

The topic grows out of work on the federal level that follows President Biden’s 2021 executive order on transforming customer experience to rebuild trust in government. 

While the webinar features speakers from the federal government – two knowledgeable experts from the Office of Management and Budget -- the content is highly relevant to state and local officials. According to the webinar announcement, the transformation goal is to “organize around the customer, not around the delivery programs,” with the hope that government services become “more like the simple, seamless and secure services Americans see” in the private sector.

Among the topics to be discussed:

• How agencies use performance data, evidence and evaluation to inform the design and implementation of their customer experience initiatives.

• How cross-agency customer experience initiatives use evidence to most effectively knit together programs serving mothers and young children in low-income families.

• How these federal initiatives engage state, local and nonprofit partners.

“State and local leaders see public trust eroding, in part because they are not attending to how the public experiences their interactions with government. The recent federal ‘customer experience’ initiative, and how it measures what works from the viewpoint of service recipients, can be a model for what states and localities could be doing to counter this trend,” said John M. Kamensky, emeritus fellow, IBM Center for the Business of Government, who will moderate the session.

 The webinar’s two speakers are Mo Earley, the portfolio lead and a Customer Experience Strategist at the Office of Management and Budget and Lindsay Moore, also a customer experience strategist at OMB.

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