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:
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Created a customer feedback process
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Created a CX survey
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Created a CX mailbox
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Created a CX Action Tracker
Culture:
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Created an EPA CX Community of Practice
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Conducted 20 face-to-face IT/IM town halls
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Developed a CX website
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Provided training through EPA University
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Created a CX Champion Pilot
Performance Metrics:
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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