Citizen Experience

Helping federal leaders stay ahead of citizen expectations to deliver personal, individualized services.

The expectations of the citizens that federal healthcare agencies serve have fundamentally changed. High expectations for quality, value, and service are now the norm. The challenge for these agencies is to ensure a seamless and personalized user-experience. With the 2018 Presidential Management Agenda requiring government to provide customer experience comparable to leading private-sector organizations, exceptional citizen experiences that anticipate wants and needs are the only way forward. We can show you how to get there.

How KPMG can help 

At KPMG, we are driven to help federal healthcare agencies succeed; inspiring confidence in their customer experience strategies to empower change. We help our clients find their consumer focus, from assisting with the critical pre-work to customer lifecycle, channel and journey analysis.

We believe the citizen must be at the heart of everything. So, we look to the enablers – your people, your processes and your technology – to better position you to serve your end user.

We offer practical ideas for change, paired with pragmatic actionable plans to help you achieve your overall customer experience strategy. 


How federal healthcare agencies can evolve their CX strategy


Watch KPMG's Tom Dowd discuss strategies for improving customer experience with HHS CIO, Jose Arrieta and Lori Rudderman, Senior Advisor, HHS Buy Smarter during the Government Matters Tech Leadership Series - Health IT.



Featured content

2020 U.S. customer experience excellence report

Our 2020 customer experience excellence survey finds that leading companies are the ones most able to continue interacting with their customers in spite of COVID-19. Companies unable to engage are suffering in their performances. When the very basis of the relationship depends on physical presence, transitioning suddenly to online interaction can be difficult for some and impossible for others.

Related Videos

Watch highlights from KPMG's discussion with the U.S. Department of Health and Human Services, Veterans Affairs, and the Defense Health Agency for an in-depth look at how government agencies are building digital communications channels to serve citizen needs.

Delivering first-class customer experiences. 

Managing the complexity of customer experience. 

Implementing data-driven customer experiences.