Touchpoints: Making Customer Feedback Easier

September 24, 2021

Customer experience is a hot topic across the government. The White House Office of Management and Budget recently updated OMB Circular A-11 Section 280, which details how agencies can weave practices and principles of customer experience into their culture and operations. Collecting and using customer feedback is one way to understand customers’ needs, measure continuous improvement, and improve service design, quality, and service.

Innovation Specialist – Feedback Analytics Engineer Ryan Wold from GSA’s Technology Transformation Service joined the CCSQ HCD Community of Practice for a product overview and demo of Touchpoints, a web application provided as a shared service to support customer feedback. Ryan’s presentation included:

• How customer feedback can improve how services are delivered,
• An overview of the Touchpoints product,
• The benefits of leveraging Touchpoints including PRA-friendly components, and
• A demo of the shared service, including forms, delivery options, and reporting.