Customer Experience at the U.S. Department of Agriculture

The Solution

With its robust, data-driven customer experience capability, our approach has created a framework for spreading lasting CX improvements across the entire organization. In 1 year, our 11-person team, together with USDA partners, completed five CX projects at USDA:

  • We created a OneUSDA ecosystem map to uncover interrelationships between USDA agencies, programs, and customers.
  • We visited producers and loan officers in three states with the Farm Service Agency to develop and launch a Farm Loan Discovery Tool and Application Quick Guides, which ease the burdens of new farmers seeking vital USDA Direct Loans.
  • We leveraged IDEA Act compliance to drive USDA web modernization efforts at the Office of Communications and OCIO. We conducted user research and testing with web managers to create a Digital Strategy Playbook and facilitated workshops with all nine USDA mission areas to improve CX.
  • We showed the Forest Service how to improve public engagement in environmental decision making—increasing buy-in and reducing costly litigation.
  • We developed a chatbot prototype to show how artificial intelligence could help USDA answer customer questions and reduce staff burdens.

Whether improving the customer experience of a farmer seeking a loan or an inspector wanting clear information and answers, Booz Allen is successfully enabling USDA to more effectively deliver on its multifaceted responsibilities. From loans and chatbots to a seamless customer experience, USDA is now streamlining its way to mission success—and in the process, scaling up its resident CX capacity as the "lighthouse" agency for others to follow.

Additional Resources:

USDA Chatbot Prototype: Using Artificial Intelligence to Connect Customers to Knowledge at Scale

USDA Launches Digital Strategy Playbook to Streamline Customer Experience Overhaul