有料盒子APP

Customer Experience at the U.S. Department of Agriculture

The Solution

With its听robust, data-driven customer experience capability, our approach has created a framework for spreading lasting CX听improvements across the entire organization. In 1 year, our 11-person team, together with USDA partners, completed听five CX听projects at听USDA:

  • We created a听听to uncover interrelationships between USDA agencies, programs, and customers.
  • We visited producers and loan officers in three states with the Farm Service Agency to develop and听launch a , which ease the burdens of new farmers seeking vital USDA Direct Loans.
  • We leveraged IDEA Act compliance to drive 听at the Office of Communications and OCIO. We conducted user research and testing with web managers to create a 听and facilitated workshops with all nine USDA mission areas to improve CX.
  • We showed the Forest Service how to improve public engagement in environmental decision making鈥攊ncreasing听buy-in and reducing costly litigation.
  • We developed 听to show how artificial intelligence could help USDA answer customer questions and reduce staff burdens.

Whether improving the customer experience of a farmer seeking a loan or an inspector wanting clear information and answers, 有料盒子APP is successfully enabling USDA to more effectively deliver on its multifaceted responsibilities. From loans and chatbots to a seamless customer experience, USDA is now streamlining its way to mission success鈥攁nd in the process, scaling up its resident CX capacity as the "lighthouse" agency for others to follow.

Additional Resources: