CX Capability Model for Government
In today’s fast-paced world, federal agencies face increasing pressure to deliver exceptional customer experiences. As stewards of taxpayer money, government program managers must ensure Congressionally funded services remain relevant to their customers. Put another way, irrelevant or inefficient services undermine citizens’ social contracts with their government. Failure to meet the needs of its customers means government is failing its mission.
Over the last decade, Customer Experience (CX) has transformed from ‘nice to have’ to a ‘must do’ for agencies. This shift is driven by the need to meet citizen expectations, improve service delivery, and build trust in government institutions.
CX requires specific capabilities, mindsets, and infrastructure which must evolve over time. Through our work on nearly 100 CX projects over the last decade, Technical Assent has seen that key obstacles for many are where to start and what to do next. We developed a CX capability model and assessment to guide the way.
Technical Assent’s CX Capability Model comprises six key components: Depth of Customer Understanding, Cultivating a Culture of CX, Building Coalitions, Securing Investment in CX, Managing Organizational Performance, and Workforce Development and Engagement. The model helps government organizations assess their current state and create a tailored roadmap for improvement.
How It Works
The assessment process involves three key steps:
- Classification: Identify your organization type (direct provider, agency-level enabler, or service sponsor).
- Maturity Evaluation: Assess your organization’s maturity across the six CX components.
- Actionable Insights: Receive a detailed report highlighting your top three strengths and focus areas, along with recommended next steps.
Benefits of the CX Capability Model and Assessment
Our approach helps you focus, prioritize, and plan for continuous improvement in service delivery. Ready to elevate your agency's customer experience? Take the assessment, your next step to creating better outcomes for your customers and increase trust in government services.