1. Advancing Government through Collaboration, Education and Action

2. Customer Experience March 26, 2015

3. Advancing Government through Collaboration, Education and Action Goal Increase the government’s capacity to provide world class customer service by leveraging the ACT-IAC government-industry programs

4. Advancing Government through Collaboration, Education and Action Customer Service Timeline January 5, 1993 Executive Order 12862 GPRA Presidential Memo on CSGPRAMA President’s Cross Agency Priority Goal On Customer Service January 11, 1993 March 3, 1998 March 22, 1995 April 27, 2011 March 2014 2010 Executive Order 13571 Memo on Conducting Conversations with America ACT-IAC Selected customer service as a priority area National Performance Review’s Reinventing Government 1993

5. Advancing Government through Collaboration, Education and Action ACT-IAC Brought Government and Industry Together to Create a Vision of Outstanding Service in 2024

6. Advancing Government through Collaboration, Education and Action Strategic Goals for ACT-IAC CX Initiative Support the President’s CAP Goal on Customer Service Facilitate the creation and adoption of platforms; share knowledge and best practices to improve the way government delivers services to the public and businesses. Elevate the awareness of the importance of customer experience to the country. Create a robust community that actively builds customers into their systems and websites. Ensure that the impact of this Administration is carried into the next Administration.

7. Advancing Government through Collaboration, Education and Action ACT-IAC Priority: Customer Experience Community Build a government-industry CX Community ELC/MOC Summit ELC/MOC Summit Innovation Institute: Life Event Project Innovation Institute: Life Event Project Innovation Agency Support Tools and Practices Journey Map Customer Experience Benchmarking IT Apps Journey Map Customer Experience Benchmarking IT Apps Veterans Affairs, IRS, HHS, Education, SSA, FEMA, etc Veterans Affairs, IRS, HHS, Education, SSA, FEMA, etc Awards (Excellence. Gov & Igniting Innovation Awards (Excellence. Gov & Igniting Innovation Share Management and IT Best Practices Culture and Education Awards & Recognition

8. Advancing Government through Collaboration, Education and Action Accomplishments to Date Developed active government- industry CX community –Conference sessions –ACT-IAC Task Force Produced frameworks, innovative concepts and actionable recommendations –Life-events project –ACT-IAC Academy Course Actively support agencies in their implementation of the President’s cross-agency CX agenda –VA support and report –Cross-Agency recommendations We are continuing to build our organization with the input from our previous meetings. It has been very useful to get direction from those who have already gone before us. Tom Allin, VA

9. Advancing Government through Collaboration, Education and Action Discussion – how can ACT-IAC increase support for the CX goal? We welcome your thoughts on how we may help. Thought Leadership How ToUser ResearchStrategyEvents CX Vision 2020 CX Playbook Contact Centers Consolidation CX Summit Speaker Series Tools and Leading Practices Personas and Journey Mapping

10. Advancing Government through Collaboration, Education and Action Next Steps! Let’s go!

11. Advancing Government through Collaboration, Education and Action ACT-IAC Leadership CX Leads Martha Dorris martha.dorris@gsa.govmartha.dorris@gsa.gov Herb Strauss herb.strauss@ssa.govherb.strauss@ssa.gov Jim Williams jimwilliamsva@gmail.comjimwilliamsva@gmail.com Pete Wilson pete.wilson@icfi.compete.wilson@icfi.com Rick HolgateACT President Dan Chenok IAC Chair