How to harness citizen experience to drive better government

The US federal government is working to better understand – and improve – the citizen experience of public services.

The Trump administration is focused on increasing efficiency and improving technology, while federal government departments and agencies are working to appoint customer experience leads to oversee and drive improvements.

 This roundtable discussion, held as part of Government Service Delivery 2025 and supported by knowledge partner Qualtrics, will examine how government build the foundations of more responsive government.

This conversation will focus on how governments can better measure customer experience of public services, and how systems can be built to allow services to improve based on feedback.

This session will discuss:

• How public servants can better understand user experience of public services
• How can government agencies enhance citizen experience
• The best practices that government customer experience leads – and others – can implement to improve government services.