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GSA Customer Experience Center of Excellence Unveils CX Maturity Model

1 min read

The General Services Administration’s Customer Experience Center of Excellence has unveiled a framework for transforming the delivery of federal services to citizens.

The CX CoE Maturity Model does not constitute official guidance but is designed to help organizations gain a deeper understanding of how to measure their level of capacity to design and deliver federal services.

The framework outlines five levels of CX maturity: reactive, tactical, strategic, foundational and customer-centric.

“The levels are a progression towards an ideal state. Each level requires the full realization of the levels below it,” the framework states.

The CX CoE Maturity Model is in response to an executive order signed by President Biden in December to enhance customer experience and service delivery. The order outlines 36 customer experience improvement commitments across 17 agencies to organize the delivery of federal services.

“Our government must recommit to being ‘of the people, by the people, [and] for the people’ in order to solve the complex 21st century challenges our nation faces. Government must be held accountable for designing and delivering services with a focus on the actual experience of the people whom it is meant to serve,” the executive order states.

The CX CoE noted that the Maturity Model does not represent or constitute official guidance.