Digital first, and always: Five critical metrics for measuring customer experience at federal agencies
Dynatrace
NOVEMBER 3, 2023
The current administration’s increased commitment to improving the digital CX is heartening, but agencies will never know how they are doing if they can’t measure system performance. This memo arrives at a time when citizen satisfaction with U.S. government services has reached a general decline in recent years. down from a high of 72.3
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