What is Customer Experience?

picture of a courthouse with some colorful graphics on top

CX is the Backbone of Effective Government Services

Whether your customers are taxpayers, veterans, farmers, beneficiaries, citizens, or even other government offices, customer experience (CX) measures the impact of a service and it is what drives a person's decision to choose one provider over another. It adds up all the interactions along the person's journey that build satisfaction and trust. To reinforce this trust, we also prioritize employee experience (EX), recognizing the crucial role employees play in delivering government services.

photograph of adult and child handing produce at grocery stand

CX is the Core of Technical Assent's Mission

We help government agencies deliver services that people need and can easily use. They simply deliver better results and are less expensive to operate, resulting in a win-win-win, for customers, service providers, and taxpayers.

We use CX to ground ourselves on what is most important when providing impactful government services. CX keeps us focused on human needs and empowers us to design service experiences that are relevant and efficient for the people using them.

Elevating Government Services

At Technical Assent, we believe the U.S. government should deliver outstanding service experiences for the American people. To achieve this, we work side-by-side with our government partners, using a customer-focused approach to make certain we truly understand their challenges. Then we apply our services to find an optimal solution and ensure positive change is felt by those who matter most: our fellow citizens and the government employees who engage with them every day.

Service Design & Strategy

We partner with government offices to design and scale a connected, holistic, and human-centered ecosystem that increases trust with customers.

photo of an individual with headphones on their laptop

What is it?

  • A creative approach to problem-solving that begins by learning from people with first-hand knowledge of a challenge and their desired result.
  • A practice of co-designing and iteratively improving solutions that considers connected systems, processes, and technologies.
  • A partnership to improve both digital and non-digital services, with an emphasis on creating exceptional customer and employee experiences.

Who is it for?

Public-sector customer experience officers

Public-sector employee experience specialists

Government design leaders and champions

Digital services and experience teams within government agencies

What are the impacts?

Service experiences that build advocacy through positive word-of-mouth.

Greater access and reliability for customers, which fosters increased trust with the agency

Improved employee experience because employees feel more connected to the mission

When is it most useful?

A service design-thinking approach is most beneficial when many different processes overlap, impeding someone's ability to achieve a result. Indicators that there is a need for service design may include low use of services, poor satisfaction, and customer abandonment or churn.

Who do I talk to?

Contact Suz Atchison for more information or send us your questions using our general email:

Suz Atchison

Capability Lead, Service Design

Business Process Improvement

We use lean practices and our deep understanding of federal regulations and policies to design processes that are easy for people to use, are more efficient to operate, adhere to federal guidelines, and perform better overall.

capabilities thumbnail of person in wheelchair with dog

What is it?

  • A systematic approach to streamline existing workflows so teams can focus their energy on what matters most.
  • A way to optimize a team's productivity, enabling them to scale while lowering marginal delivery costs.
  • Techniques to seek modernization opportunities while preserving customer and employee safety and security.

Who is it for?

Government leaders responsible for a mission or business process

Internal agency operations and service providers, e.g. CIOs, CMOs, COOs

Experience officers working in the public sector

What are the impacts?

Increased confidence that the business process can reliably produce the expected output.

Improved employee productivity and collaboration, especially in areas that are of the highest customer value.

Quicker ability to detect and respond to changes.

When is it most useful?

Business process improvements have a big impact when agencies need to scale quickly to meet new needs or when there is a lot of variability in how people do the work. Indicators that there is a need for business process improvement may include customer complaints, long wait times, and issues with compliance or quality.

Who do I talk to?

Contact John DiLuna for more information or send us your questions using our general email:

John DiLuna


Data Science

We glean insights from qualitative and quantitative data to help government offices take decisive action.

capabilities thumbnail of two people hiking

What is it?

  • A specialized field where data-driven research informs evidence-based decision-making.
  • The exploration of data to understand patterns, forecast future events, and diagnose root causes.
  • A disciplined practice of extracting meaningful insights from raw data using statistical analysis, machine learning, and advanced computational techniques.

Who is it for?

Civic-minded public leaders and policymakers

Leaders of complex change

Public sector analysts, researchers, and storytellers

What are the impacts?

A foundation for evidence-based decisions using data to remove the guesswork.

Visualizations that tame the complexity of government challenges and help agencies weigh options in a logical and structured way.

Insights into complex public data sets that allow for transparent discourse on the important issues related to your mission.

When is it most useful?

Data analysis and visualization enable agencies to see trends and patterns, enabling leaders to move forward with confidence. Some indicators of the need for data science may include needing to monitor the performance of existing solutions, sorting volumes of data to inform policy, or distilling qualitative and quantitative data for insights that propel transformation change.

Who do I talk to?

Contact Chris Bobbitt for more information or send us your questions using our general email:

Chris Bobbitt


Policy Analysis & Design

We help government offices right-size policies and guidance to achieve strategic goals, position for the future, and reduce risk.

capabilities thumbnail of farmer

What is it?

  • An assessment of the effectiveness of laws, regulations, and funding priorities that are intended to achieve an agency objective.
  • The evaluation of the potential impact of change and explore potential course of actions and risks.
  • The translation of policy guidance  into actionable services that can be operationalized and scaled.

Who is it for?

Policy owners stewarding portions of the agency mission

Program managers responsible for implementing new legislation

Operations teams that aspire to long-term impact

What are the impacts?

Completed exploration of policy options using low-cost, thorough thought-experiments that  weigh benefits, equity, and feasibility.

Confidence that the selected path forward was optimized around opportunities and risks.

Policies that are implementable, achieve the agency objectives, and accelerate adoption.

When is it most useful?

Clear policy guidance can be a catalyst to support long-term change in government. Leaders use policy analysis and design to align their operational services with current policy and funding priorities, assess the effectiveness of existing policy, and diagnose misalignments among the mandate, the operational priorities, and people’s needs.

Who do I talk to?

Contact Danielle Wiederoder for more information or send us your questions using our general email:

Danielle Wiederoder

VP, Delivery

Change Management

We equip government offices with tailored plans and precise implementation strategies so they can confidently lead organizational change and achieve their objectives.

capabilities thumbnail of person looking at notepad

What is it?

  • A comprehensive approach to equipping agencies for organizational change that integrates planning, communication, and implementation of strategies to mitigate resistance and ensure smooth adoption of changes.
  • The assessment of gaps between the current and future state and helping to move all affected parties forward.
  • Equipping agencies for organizational change by focusing on the people responsible for implementing and adopting it.

Who is it for?

Program managers responsible for implementing a new solution

Transformational leaders and change agents

Innovators and disrupters

What are the impacts?

The institutionalization of a growth mindset in your organization.

Increased workforce resilience, which translates to higher morale, engagement, and productivity.

The ability to respond quickly to external factors and pivot to implement new organizational initiatives.

When is it most useful?

Change happens any time a new solution is implemented in a human system and has the potential to impact how people do their work. To maximize the probability of a successful implementation and minimize disruption, change management should be a consideration from the early phases of solution development.

Who do I talk to?

Contact Emma Hersh for more information or send us your questions using our general email:

Emma Hersh

Portfolio Director

Strategic Communications

We help government offices identify key audiences, keep stakeholders connected, encourage dialogue, and respond effectively to current and future customer needs.

capabilities thumbnail of adult and child hugging

What is it?

  • The systematic and intentional use of communication channels to keep all stakeholders and affected members of the public in the loop and convey messages that support the mission, vision, values, and strategic initiatives of an organization.
  • The shaping of clear, upfront, and reliable messages that relay important information,  influence perceptions, foster relationships, and build trust.

Who is it for?

Program managers overseeing high-visibility projects

Emerging leaders seeking to increase customer engagement

Customer experience officers in public sector agencies

What are the impacts?

Communications that align with organizational goals and objectives, which creates momentum for the mission.

The creation of two-way channels of communication to solicit and respond to customer feedback.

A network of advocates who promote an agency's brand reputation and credibility.

When is it most useful?

Strategic communication is most useful at points when a  team needs individuals to take an action. This action could be participating in research, giving feedback on a prototype, understanding key information, reacting positively to a change, or simply feeling informed and included in an effort that is underway. Strategic communication is especially useful in building a coalition of champions who can garner executive support for new initiatives.

Who do I talk to?

Contact Emma Hersh for more information or send us your questions using our general email:

Emma Hersh

Portfolio Director

Organizational Capability Building

We partner with government offices seeking to optimize business models that can roll out customer experiences at enterprise scale.

capabilities thumbnail of person handling packages

What is it?

  • The leveraging of a proven framework to identify the tools, technologies, and talent needed to deliver exceptional customer experiences.
  • The assessment of gaps between the current and future state to and the development an actionable roadmap to reach the desired future state.
  • Investment guidance and prioritization for integrating tools, technology, and talent into effective service offerings.

Who is it for?

Government executives

Customer experience managers

Employee experience and engagement leaders

Operations managers

Performance improvement specialists

What are the impacts?

An understanding of the market needs, capacity, and alternatives needed to bring CX capabilities to life, as well as the investment that will be required.

Institutionalized performance metrics and investments that are prioritized around their potential for impact.

The conversion of a conceptual business case into an operational plan that's ready for immediate action.

When is it most useful?

After the successful introduction of CX capability in an organization, it’s important to keep that momentum going. Organizational capability building provides a proven framework to take the CX capability into the next phase of maturity, roll it out at a larger scale, and justify longer-term investments.

Who do I talk to?

Contact Chris Bobbitt for more information or send us your questions using our general email:

Chris Bobbitt


Program Management & Operations

We help government offices manage the progress of transformational initiatives and adapt to future challenges and risks.

capabilities thumbnail of transaction between people

What is it?

  • Organizing, sequencing, and prioritizing tasks to align with overarching goals and objectives while minimizing risks.
  • The tracking of progress on scope, schedule, and costs in order to ensure resources are optimally allocated.
  • The streamlining of planning, programming, budgeting and executing in order to facilitate transformation.

Who is it for?

Government project and program managers

Government executives sponsoring major change initiatives

Emerging leaders and intrapreneurs

What are the impacts?

Increased probability that projects achieve their intended outcome and hit targets for schedule, budget, and quality.

Effective translation of innovative ideas into tangible government services.

Empowered, accountable leadership who can successfully delivery  intended project outcomes

When is it most useful?

Program management and operations support are most needed  when leaders are responsible for multiple concurrent projects and interdependencies, or when projects have complex elements such as executive visibility, short timelines, or evolving requirements.

Who do I talk to?

Contact Cory Herold for more information or send us your questions using our general email:

Cory Herald

Portfolio Director

Our Capabilities Drive the Services Optimization Lifecycle

Understand more about our approach through the Services Optimization Lifecycle, the proprietary method we use to design, implement, and manage our services.

Service Optimization Lifecycle in Triangle form

Let's discuss your specific needs

Don't hesitate to reach out to us. We're more than happy to discuss our capabilities and how we can tailor them to meet your needs.

Contact Us

Ready to use customer experience to get results on your agency's projects? Email us to explore the next right step.


Interested in making an impact in GovCon? Find your next rewarding opportunity.


Industry Knowledge

We've pioneered customer experience in government for over a decade. Browse our Insights to uncover our perspective and how it's evolved to meet today's challenges in customer-driven government.

A group of people overlooking some documents on a table

Are Self-Managed Teams Right for Your Organization?

Dive deeper into specific benefits of running self-managed teams, and the disadvantages.
smaller photo of Emma Hersh
Emma Hersh
03 MAY 2024
10 min read
case study thumbnail of person potentially coding

Revisiting the Doctrine of Completed Staff Work

Learn about the Doctrine of Completed Staff Work: Present solutions decisively.
smaller photo of John DiLuna
John DiLuna
01 MAY 2024
18 min read
Cropped photo of ....

What Eli Whitney’s 1798 Gun-Making Contract Can Teach Us

In 1798, Adams spurred innovation in defense manufacturing.
smaller photo of Chris Bobbitt
Chris Bobbitt
05 FEB 2024
4 min read
Photo of a collection of runners feet lifting off the starting line

Top Three Government Performance Indicators Every Agency Should Measure

Read about Government measuring performance and demonstrating value.
smaller photo of Danielle Wiederoder
Danielle Wiederoder
20 MAR 2024
6 min read