---
title: "Podcast: If Intentions Ruled, the Federal Government Would Have the Highest Customer Experience Ratings Anywhere, With Eric Egan"
summary: |-
  Eric Egan appeared on *Federal Dive* with Tom Temin to discuss the online customer experience offered by federal agencies.
date: "2022-10-27"
issues: ["Digital Government"]
authors: ["Eric Egan"]
content_type: "Podcasts"
canonical_url: "https://federalnewsnetwork.com/podcast/federal-drive-with-tom-temin-podcast/if-intentions-ruled-the-federal-government-would-have-the-highest-customer-experience-ratings-anywhere/"
---

# Podcast: If Intentions Ruled, the Federal Government Would Have the Highest Customer Experience Ratings Anywhere, With Eric Egan

Eric Egan appeared on *Federal Dive* with Tom Temin to discuss the online customer experience offered by federal agencies. [This episode aired on October 27, 2022](https://federalnewsnetwork.com/podcast/federal-drive-with-tom-temin-podcast/if-intentions-ruled-the-federal-government-would-have-the-highest-customer-experience-ratings-anywhere/):

## Episode Notes

The Biden administration has made customer experience offered by agencies a management imperative. Yet satisfaction scores keep trending down. The Information Technology and Innovation Foundation has analyzed the situation and found one thing the government needs to strengthen is how it measures digital services effectiveness. The ITIF’s policy fellow Eric Egan joined the Federal Drive to discuss.

---
*Source: Information Technology & Innovation Foundation (ITIF)*
*URL: https://federalnewsnetwork.com/podcast/federal-drive-with-tom-temin-podcast/if-intentions-ruled-the-federal-government-would-have-the-highest-customer-experience-ratings-anywhere/*