HighPoint’s Scott Willis: Many Agencies Work to Transform Customer Experience

HighPoint's Scott Willis: Many Agencies Work to Transform Customer Experience - top government contractors - best government contracting event

Scott Willis, chief operating officer of HighPoint Global, has said federal agencies are putting the effort to improve customer experience despite a slight decline in scores reported in the 2018 American Customer Satisfaction Index.

He wrote in a LinkedIn article published Monday that although customer satisfaction ratings dropped by 1.1 percent to 68.9 on the ACSI scale, CSAT scores overall have increased since 2008.

Willis said that HighPoint has worked with top-performing federal agencies such as the Pension Benefit Guaranty Corp., which earned an ACSI rating of 89, to deliver services to PBGC customers.

The index also recognized the departments of State and Defense, which garnered above average scores of 73 and 78, respectively.

According to Willis, the rise in CSAT levels indicates that federal agencies have complied with the President's Management Agenda, which includes a cross-agency performance objective of transforming government services to meet standards implemented in the private sector.

He added that the U.S. government has implemented legislative measures such as the 21st Century Integrated Digital Experience Act as part of efforts to accelerate customer service delivery with digital technology.

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