The Evolving Role of the Chief Customer Officer in Government

Teresa A. Weipert is executive vice president and general manager at Sutherland Government Solutions.

The digitally connected age has created many new challenges and has required businesses to be responsive, informed and aligned to their customer’s vision. New analytical technologies, social channels (including social media), interactive Web platforms and especially mobility have transformed the customer experience.

To adapt to the changing era, industry has created the role of chief customer officer, or CCO. Currently, there are more than 2,000 chief customer officers in industry, and the numbers are growing.

The federal government has taken heed of industry’s evolving customer engagement strategies in the age of digital disruption. They have recognized the lessons that commercial best practices can provide guidelines for crafting policies and operations that are streamlined, transparent and accountable.

The General Service Administration created 18F, whose mission is to improve the public’s experience with government. The U.S. Digital Service was created and funded “to improve and simplify the digital experience that people and businesses have with their government."  

When we really think about this, it is part of our investment, our taxes, the health and wellbeing of our citizens. Each one of us wants and demands better service.

Rick Parrish, a government customer experience analyst at Forrester Research and the leading expert on chief customers officers in government, says federal CCO roles are vital.

At least four federal agencies now have chief customer officers: GSA, the Department of Veterans Affairs, the Export-Import Bank and Federal Student Aid. Many more U.S. federal agencies are considering adding the role. Parrish added an important caveat: Federal agencies considering CCOs “should do what these four have already done, and give their CCOs real seniority and authority.”