ENVIRONMENTAL PROTECTION AGENCY

INTERNAL CX

2018

SERVICE TO THE CITIZEN AWARD WINNER

2018

SERVICE TO THE CITIZEN AWARD WINNERS

Jeffrey Wells, Lynnann Hitchens and Howard Osborne were one of the first to recognize the importance of improving the customer experience  (CX) internally. In addition, they began a government-wide CX group that is focused on internal CX as well called the Federal Internal Customer Experience (FICX) Group.  EPA has tackled internal CX through the following initiatives:

 

Governance:  Chartered CX Council

 

Voice of the Customer:  

  • Created a customer feedback process

  • Created a CX survey

  • Created a CX mailbox

  • Created a CX Action Tracker

 

Culture:

  • Created an EPA CX Community of Practice

  • Conducted 20 face-to-face IT/IM town halls

  • Developed a CX website

  • Provided training through EPA University

  • Created a CX Champion Pilot

 

Performance Metrics:

  • Identified CX Performance Measures

JEFFREY WELLS

DIRECTOR AND CHIEF

CUSTOMER EXPERIENCE OFFICER

 

LYNNANN HITCHENS

DIRECTOR AND

SENIOR INFORMATION OFFICIAL

 

HOWARD K. OSBORNE

ASSOCIATE CHIEF FINANCIAL OFFICER

 

Dorris Consulting International