Booz Allen Leaders Say Gov’t Needs Comprehensive Approach to Revolutionize Digital Customer Experience

Santiago Milian, John Gray Parker and Cameron Hanson of Booz Allen Hamilton wrote in an opinion piece published Wednesday on Federal Times that transforming the federal government’s digital customer experience requires the implementation a comprehensive approach that involves change management, data science and a “firm understanding of the domain.”

“Cybersecurity, change management, data science, qualitative and quantitative research to determine customers’ values, goals, wishes and needs all contribute to effective customer experience,” they wrote.

The updated Recreation.gov website and the Department of Veterans Affairs’ efforts to invest it its veterans experience office are some of the examples of the government’s efforts to advance customer experience.

They also cited some government initiatives that seek to meet the provisions of the 21st Century IDEA Act, including a 17 percent increase in federal spending on digital citizen services and an Office of Management and Budget policy meant to advance experience accountability for some agencies.

Milian is a principal/director of experience at Booz Allen, while Parker and Hanson respectively serve as lead technologist of experience and lead associate of experience at the information technology consulting firm.