• Overview
  • Lesson 1: Why Customer Experience Matters in Government [2:55]
  • Lesson 2: What You Need to Know About the 21st Century IDEA [3:20]
  • Lesson 3: How to Make Sure Your Agency is Ready [2:19]
  • Course Evaluation

Please sign up for the course to view lesson content

Federal agencies have been measuring customer satisfaction since at least 1993, but benchmarking governmentwide results has not been possible because each agency uses its own approach.

There are, however, pockets of innovation across government, where customer experiences meet or exceed what private companies offer. Customer experience, or CX, is the sum of all experiences a customer has with your organization. Governmentwide, there is a movement to broaden that scope and ensure all agencies are providing a modern, streamlined, and responsive customer experience, comparable to the private sector.

A new law called the 21st Century Integrated Digital Experience Act, or 21st Century IDEA for short, is elevating the importance of CX in government. In this course, you will learn what the 21st Century IDEA is, how it will improve CX in government and what your agency can do to embrace this change.

For more information, check out these resources:

Redefining Digital Government Experiences

The Agreeable Government Mandate

Making 21st Century IDEA a Reality

Moving the Dial on Government Engagement 

Additional Information:

Prerequisites: There are no prerequisites for this online course.
Advanced Preparation: None
Program Level: Basic
Delivery Method: Nano Learning
Publication Date: TBD

Instructions for Completion:

This course comprises 3 video lessons, a final assessment, and a course evaluation. No additional information or prior knowledge is necessary to complete this course.

To receive CPE credit for this course, users must view lessons 1-3 in their entirety. Each lesson can be viewed by clicking the lesson title in the left-hand navigation of this console. You may also move from one lesson to the next by clicking the “Mark Complete” button below each video.

After reviewing all lessons, complete the final assessment to determine if you have achieved the learning objectives of this course. The assessment is only accessible after viewing lessons 1-3.

Participants must complete the qualified assessment within one year of the date of enrollment in this nano learning program. Additionally, participants must achieve 100% on the final assessment in order to be granted credit. If users do not pass the final assessment on their first attempt, they should review all materials again before retaking the assessment. Upon successful completion of the assessment, users will be prompted to enter their email and name in order to receive their CPE certificate.

Finally, participants must complete the 5-question course evaluation and press the “Submit” button to fully complete this nano learning program.


GovLoop is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.NASBARegistry.org.