CREATE Strategy Empowers the 2024 Government CX Mandate: Simplifying, Streamlining, and Enhancing Equity
The 2024 Customer Experience (CX) mandate builds on Executive Order 14058, requiring government agencies to enhance how they deliver services by improving the public's experience when interacting with federal programs. The goal is to simplify processes, ensure seamless coordination between agencies, and promote equity in service delivery. At CREATE Strategy, we specialize in helping agencies meet these goals by optimizing workflows, leveraging data, and implementing human-centered design.
Simplifying Processes and Making Them More Customer-Friendly
The CX mandate emphasizes the need for agencies to simplify and streamline public interactions by moving toward fully digital workflows. At CREATE Strategy, we help agencies achieve this by developing solutions that streamline application, tracking and verification processes, reduce the paperwork burden and enable digital tools that increase productivity. Our approach focuses on creating human-first experiences that remove inefficiencies and empower citizens and employees to interact with agencies through modern, self-service digital tools. For example, our CX expertise empowers important front-stage and back-stage employee training, while providing a simplified and user-friendly customer across any government service.
Seamless Interactions Between Agencies
Coordinating alignment across multiple agencies is crucial to making government services more efficient and user-friendly. CREATE Strategy supports the creation of systems that allow different federal programs—such as Medicaid and FEMA —to seamlessly define departmental strategies that reach across agencies, allowing for development of more seamless customer and employee experiences. This alignment creates seamless interactions, eliminating the need for users to submit duplicate information across programs, streamlining their experience and improving accessibility. CREATE Strategy also supports cross-organization initiatives, which are essential when addressing complex life experiences like healthcare or disaster recovery. These efforts ensure that citizens receive more consistent and connected services across federal programs.
Enhancing Equity and Trust through Improved Service Delivery
The CX mandate also focuses on reducing disparities in how services are delivered. Agencies are required to develop personalized, inclusive services that meet the needs of diverse populations. At CREATE Strategy, we help agencies implement feedback loops to continuously improve services based on real-time customer experiences. Whether it is addressing inequities in maternal health care or making financial aid more accessible, we enable agencies to enhance equity in service delivery. Equity and trust can only be achieved when awareness, education, and access are prioritized, especially for low-income communities that government resources have historically been targeted to but still face barriers. Without addressing these foundational elements, the promise of inclusive service delivery cannot be fully realized.
At CREATE Strategy we care about citizens and their ability to receive help at the hands of the American Government. We’re here to ensure citizens have awareness and access to the amazing, simplified, customer-friendly government programs that already exist today. Through CREATE Strategy’s three-pronged approach, we help government agencies not only comply with the 2024 CX mandate but also build public trust and deliver more effective services to the public.
Partner with CREATE Strategy to simplify processes, streamline interactions, and enhance equity for the communities you serve. Let’s build better government services together—reach out to us today or follow us on LinkedIn and Instagram.
