Gartner Research

Keys to Federal CIO Success in Customer Experience

Published: 28 April 2016

ID: G00299788

Analyst(s): Cathleen Blanton , Rick Holgate


Federal CIOs should view CX as an opportunity to change their public perception as back-office support, elevate their status to mission enablers, and assert their leadership and influence. U.S. agencies must reach, engage and serve citizens better to meet improved customer service priorities.

Table Of Contents
  • Key Challenges



  • Become CX-Aware: Understand What Customer Experience Is and Is Not
  • Identify Customers and Opportunities
  • Establish CX Governance and Strategy
    • Obtain Sponsorship; Assemble Stakeholder Team
    • Develop Strategy; Structure Efforts
  • Execute and Evaluate CX Efforts
    • Create CX Journey Maps
    • Ensure IT and Business Are Co-Developing New Mindsets, Competencies and Capabilities
    • Measure and Evaluate Efforts

Case Studies

  • VA — "We Need to Make Things Easier"
  • GSA — "The Human Duct Tape"

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