Maturing CX Capabilities at the Department of Labor
A CASE STUDY
My roles
Business development
Consultant
Researcher
Workstream lead
The Department of Labor asked Centers of Excellence (CoE) to help the Office of Workers' Compensation Programs (OWCP) improve the experiences of their many customers. I designed an engagement with three OWCP programs:
The Federal Employees’ Compensation Act (FECA) program serves injured or ill federal employees. Beneficiaries of the program are Federal Bureau of Investigation agents, postal workers, office workers, emergency responders, forest rangers, air traffic controllers, firefighters, Capitol police officers, and many others.
The Black Lung program supports coal miners, construction workers, and transportation workers who are regularly exposed to respirable coal mine dust and who have black lung disease.
The Energy program serves current and former nuclear weapons workers who have been exposed to radiation or other toxic substances.
I led the team that interviewed program staff and leaders to better understand the programs’ services and talked to the customers who rely on program services. The team evaluated programs based on the CoE CX Maturity Model. (I designed the model to define capabilities based on core CX functions.)
The three programs have made progress in measurement capabilities, tracking customer satisfaction and collecting performance-based metrics for timeliness, but overall, they lack human-centered design and customer experience expertise. Collecting, analyzing and widely distributing customer-related data is also an area of potential growth.
Outcome
We collaborated with staff and leadership to develop strategies and tactics for getting each of the programs to the next level in the CX Maturity Model. Four primary strategies emerged:
Share CX expertise across OWCP programs
Share tools across OWCP programs
Search engine optimization
Help the programs with their own strategies and tactics