Customer Experience (CX)
Customers are at the center of what HUD does.
As part of the Office of the Chief Financial Officer’s (OCFO’s) efforts to institute financial integrity and responsibility in the stewardship of public resources, HUD’s Customer Experience (CX) Team was established to ensure that customers are placed at the center of everything HUD does.
HUD’s CX team works across the department to develop a deep understanding of who our customers are and how we can best serve their needs. This includes elevating customer opinions, feelings, and perspectives across the entire ecosystem of HUD’s services and programs.
We are working to align HUD’s programs, services, and policies with what our customers need.
What is CX?
Customer experience (CX) is about listening to the needs of our customers and translating those findings into action. HUD’s CX initiatives go beyond customer service, in that we use research and data-driven insights to understand and address complex customer challenges at the organizational level. It means building products (technology solutions, like websites) and services (HUD’s policies and programs) that work for and matter to the public. It also means enabling HUD employees with the knowledge and resources to support a culture of CX excellence.
CX is being prioritized and applied across HUD and the federal government. HUD strives to be a customer-centric organization that takes the lived experiences of the people we serve and the partners who help deliver those services into account as HUD develops programs, policies, and products to drive improved outcomes in the delivery of its mission.
Who are HUD’s customers?
HUD's mission is to create strong, sustainable, inclusive communities and quality affordable homes for all — put most broadly, our customers are the American public. However, like many federal agencies, there are often partners or intermediaries involved in the delivery of HUD’s services. OMB defines customers as “individuals, businesses and organizations that interact with a government agency or program, either directly or via a federal contractor or even a federally funded program” (OMB A11 definition).
HUD’s CX approach involves amplifying the voice of the end customer, even when HUD employees do not have direct interaction with them, to ensure their needs drive and influence decisions throughout the Department.
Our Team
Joe Carter, Customer Experience Strategist
Shimu Anjir, Customer Experience Strategist
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