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