Vision

Our Mission

Our mission is to inspire CCSQ employees and contractors to gain ongoing customer understanding in order to innovatively create and improve customer experiences (products, services, and policies). To achieve this, we will empower CMS stakeholders to innovate by providing customer-first and design thinking strategies and solutions.

Where are we going?

The HCD Center of Excellence is helping CCSQ to achieve a new future where:

• CMS is a champion of fulfilling the charge of OMB Circular A-11 Section 280 (i.e., “Managing Customer Experience and Service Delivery”)
• CCSQ fully idealize their UX maturity goals and design thinking permeates all aspects of the organization. 
• Process is in place to track the quality of user experience throughout design projects and across releases.
• Find ways to measure the ROI of UX and how it is maps to the organization's mission. (Cost Reduction, Cost Savings, Modernization.)
• Design thinking is applied in the broadest perspective possible to drive consistent customer experience.
• UX processes are connected and integrated with other organization processes that enable individuals to work together to create the user experience of the product(s) and service(s).