National Archives Issues Draft Customer Experience Agenda
To better understand what people and organizations need from the archives, the National Archives and Records Administration (NARA) issued a customer experience draft agenda last week for public comment. In accordance with Biden Administration policy and regulations, NARA's outreach to customers supports governmentwide efforts to improve the customer experience in the federal government.
The draft has three focus areas: (1) the quality of services; (2) access to services; and (3) addressing concerns about delivery.
Questions the draft agenda poses include:
How easy or difficult is it for our customers to initiate or use NARA services? What are their initiation and use preferences?
How do our customers seek information about how to interact with us as an agency? What are our customers’ communication needs and preferences?
What are the social determinants of service for NARA’s existing and potential customers? How can we better connect with them where they are?
What do our customers expect NARA service providers to be able to do when they interact with them?
“We’ve heard that, at times, customers expect NARA services to function differently than they are designed or intended to. We want to better understand what our customers expect from and assume about NARA services so that we can more effectively prevent and resolve misunderstandings,” the draft reads.
The deadline for public contributions is October 21, 2022. The agency will publish its final agenda by the end of fiscal year (FY) 2024 with annual updates.
