1. Advancing Government through Collaboration, Education and Action Customer Experience (CX) COI 2015-2016 Cross-SIG Alignment Activities Planned September 24, 2015

2. Advancing Government through Collaboration, Education and Action 2 Customer Experience COI Mission Statement & Cross- SIG Alignment Mission Statement: Increase the government’s capacity to provide world class customer service by leveraging the ACT-IAC government-industry programs to help create a government that is more effective, efficient, innovative, and responsive. Primary focus: Support the President’s Cross-Agency Priority (CAP) Goal for the Customer Service Focus Area which includes Streamline processes, identify & adopt proven customer service best practices to reduce costs & accelerate delivery, while reducing the need for customer calls & inquiries to better serve the public, and improve how government delivers services to the publil & businesses Identify ways to use innovative technologies to improve the customer experience Solicit regular customer feedback and deliver consistent service across customer channels Help Agencies drive toward convergence on leveraging, adapting, and tailoring industry best practices from such specialty domains as ITIL, Scaled Agile Framework for System aSoftware Engineering, Project/Program/Portfolio Management, Enterprise Architecture, Data Architecture, and Service Oriented Architecture Ensure that this Administration’s positive impacts carry into the next Administration

3. Advancing Government through Collaboration, Education and Action Customer Experience COI Initiatives Involving Cross-SIG Alignment from SLG White Spaces Governance Process Redesign & Enablement Service Integration Model Design Time Scope – Inputs, Outputs, Mechanisms, Controls & References Service Oriented Government Cloud Virtual Government Data & InformationTransparency Human Capital Empowerment 3