Explore the Research

  • Key Findings

    Our research indicates that government customer experience improvements may rely less on technology upgrades than on culture improvements—namely, a workforce that is invested and engaged, supported and rewarded by leadership.

  • Measurement

    Less than half of federal employees say their agency measures customer service effectiveness, exposing a critical gap. Here’s how to engage your employees and ignite your agency’s customer service efforts.

  • OMB Circular A-11 Section 280

    OMB Circular A-11 Section 280 gives guidance to enhance the customer experience (CX), covering five core functions. We break it all down in a simple visual summary.


    In the coming weeks, Eagle Hill will share more intriguing findings and recommendations on what it takes to improve customer service. Stay tuned…