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CX and Touchpoints FAQs
Will my data submitted to Touchpoints be automatically visible to the public?
No. Submissions can be exported for a quarterly reporting window. Submissions data is still reported to OMB, before data is published to performance.gov.
Will I be able to see my A-11 form submission data before it’s released to OMB?
Yes. Submissions are managed by Service Managers. Data is meant to be reviewed and applied toward the responsiveness of your service. A manual “certification” or approval step will be required before taking advantage of easy CX reporting to performance.gov.
What organization approvals do I need to start using Touchpoints?
Terms (TODO add link)
Can you tell me more about the product?
How long does it take to start collecting customer feedback using Touchpoints?
A from can be create in a few minutes. Yet, all forms posed to the public may require PRA approval.
Can federal agency staff test Touchpoints in a non-production environment?
Yes, federal staff can use the Touchpoints Demo Environment.
Can we use Touchpoints with email or our Agency's CRM?
Yes, a URL for a Form can be shared via existing email and CRM-type systems.
Can we use Touchpoints on our website?
Touchpoints can be embedded on your website. See Delivery Options for more details.
Can we use Touchpoints if we don’t have any customer experience staff or IT resources?
The Feedback Program can help. Get in touch.
Can Touchpoints be integrated into our live chat function on our website?
Yes, a Form can be linked to; include the public Touchpoints URL.
Can multiple Touchpoints be used on a single webpage or web property?
Yes. Though, do give consideration to the user experience and potential burden imposed on respondents.
- How do you identify new services when your agency has a congressionally mandated and focused Charter?
- How do you assign service design ownership (reporting structure for teams?)
- How do you decide between prototypes?
- How to find employees w/ both technical program skills and CX skills?
- How to have cross-functional teams if you have legally mandated silos for different customer functions?
- How do you manage competing goals across cross functional teams?
- What is the difference between and relationship of a product owner (agile) and a service owner (service design)?
- Do you need both a product owner and a service owner? and if so are they different resources or can one set of people serve both roles?
- Pros and Cons to establishing a central CX Office? What models for distributed CX responsibility exist Especially when a single role isn’t viable due to multiple programs, radically different user bases etc?
- How to maintain/fund a cross functional team for CX after a service launches and transitions to OTM?
- How do you deal w/ abandonment risks for long-term projects (champion moves on / retires)?
- How do get cross functional teams to speak the same language?
- How do you change the culture so that employees become engage and believe that they input will make change
- How do you gain buy-in for prototyping in a risk averse culture?
- How do you involve customers in service design?
- How to comply efficiently with PRA and other privacy restrictions?
- How to approach customer segmentation?
- How to take output measures and turn them into outcome measures that connect to the mission statement?
- Institutionalization of CX function
- Employee training (CX mindset, agile)
- Service Design
- Prioritization of projects and scoring strategies/mechanisms
- Iterative improvement cycles
- How to develop an appetite in senior leadership for CX
- Metrics - How to go beyond vanity metrics with hostile leadership and privacy concerns AND a lack of time, money, and resources
- Strategies to collect data (i.e. survey methodology) Benchmarking or KPIs
- Aggregating data across department(s)
- Difference between Customer Experience and Employee Experience