Reimagine the Employee Experience (S1E21)

In its annual update to Circular A-11 Guidance, the Office of Management and Budget expanded the definition of “customer” in customer experience to include federal employees themselves. To fully understand the employee experience, agencies are going beyond their annual survey and collecting real-time feedback. This deeper understanding helps agencies to gain public trust, adapt objectives to better align with constituent needs, gain valuable feedback to continually improve performance, and enhance engagement with contractors. The key is gaining a deeper understanding of the needs and concerns and then responding.

This discussion is a great introduction to how the federal government is applying the concept of understanding employee experience.  During the discussion, methods to understand employee experience are given in large agencies like the Department of Veterans Affairs (VA) and the Transportation Security Administration (TSA) as well as state organizations like the Michigan Department of Taxation. Leaders from these organizations share how they have introduced the concept of the needs of employees.

Airis Gill, Director of Management, Planning & Analysis, Department of Veterans Affairs said, “I know diversity equity and inclusion is on top of mind for many people.” Before one can address these issues, you need to get a handle on what is happening when managers are not around. That is why the conversation about diversity, equity, and inclusion is so important.

Moderator Lee Becker gave a great summary when he said, “…it is important to bring in our employees, all our employees as part of the conversation.”  Listening will reduce turnover, improve morale, and reduce cost.

To view this webinar: Reimagine The Employee Experience – Beyond The Annual Survey.

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