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  • Writer's pictureStephanie Thum, Ph.D., CCXP

Decoding Government Customer Experience Acronyms: A New Guide for Practitioners and Consultants

Updated: Apr 14, 2021

Hello, friends and colleagues! I have some news about one of my recent projects!

I decided to write this book because I’ve been asked more times than I can remember to explain the acronyms, laws, policies, and driving forces behind the growth of customer experience in the U.S. federal government.

I love being asked. I spent a lot of time learning the ropes, practicing the discipline of CX in government, and then consulting after leaving government.

For example, I've been asked about the difference between PMA and PRA. What do CAP Goals, IDEA, PMIAA, PIOs, IGs, and the GAO have to do with anything? What is the role of A-11, OMB, OIRA, and ICR packets for driving agency CX culture and administering customer surveys? And why is the FMS so groundbreaking?

But, there is no way to explain everything in a single consulting session. So, I decided to create this guide with 75+ terms, what they mean, and how they connect to doing the CX work in the U.S. federal government.

A friend called the book a "bridge in terminology." That's exactly what I intended when I wrote it.

My hope is that it can help new CX practitioners and consultants hit the ground running and do their work with finesse. Think of it as your insider “cheat sheet” for decoding government CX from the highest levels of federal government agencies.

Thank you to the friends, family, and colleagues who supported and encouraged the creation of the book, including and especially those who already purchased a copy.

Follow me on Twitter, LinkedIn, Instagram, and now on Clubhouse. Book cover photo courtesy of Pixabay.

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