Or how I learned that the US government is systemically inconsiderate of American’s time.
A quick ‘about me’: After eighteen years in business innovation and CX management, I was selected to the 2020 cohort of White House Presidential Innovation Fellows and detailed to the Customer Experience team at the Office of Management and Budget (OMB). My task was to address why federal programs lag all other industry sectors as measured by various customer satisfaction surveys and indices. I’ve learned that most federal agencies lack accountability to, and critical measures for valuing, customer experience. What follows is an idea of what those measures and practices should be and why the economic impact is far greater…
Angelo
2020-21 White House Presidential Innovation Fellow
