Government Agencies: You don't Need More Budget to Start Improving Customer Experience (CX)
O'Connor, Kelly; Boston Consulting Group
This article was written in response to the White House's 2021 executive order on transforming federal customer experience and service delivery to rebuild trust in government. It posits that customer-centered digital services does not necessarily require expensive technologies or a large budget. Rather, including customers early, re-thinking traditional project management, and re-evaluating vendor strategies can be done immediately with the tools and talent already on hand.