Federal agencies have been working diligently to improve citizen customer service and meet expectations set by both the federal administration and citizens themselves. In previous columns, I’ve described the different steps organizations take to improve the citizen journey across all parts of their agency, including understanding, optimization, integration and transformation. The final step in improving the citizen journey is connection, or cross-agency collaboration.

What does cross-agency collaboration look like? On the surface, for citizens, collaboration can mean getting the same answer to the same question, even when contacting two different agencies. Read more.

Written by HighPoint’s Abby Herriman
Published on Federal Times