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"Taking the Mystery Out of Customer Experience"

A guide to improving interactions between citizens and government.

It takes about five clicks to buy something online. Sometimes less, it’s so simple. We expect this ease across all interactions, including with government agencies. As citizens, we must interface with the government for essential services such as federal loans, social security and disaster assistance. When it’s challenging to find information on these services, or the process to access them is too complex and time-consuming, it creates a frustrating customer experience (CX).

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