The PDF explores how federal mission-support services can better meet agency goals by adopting a customer-centric approach. During the COVID-19 pandemic, organizations like TSA and the Bureau of the Fiscal Service successfully adapted by incorporating real-time feedback, streamlining decision-making, and investing in technologies like automation. Five key steps for mission-support leaders include understanding customer perceptions, defining a clear strategy, building a customer-focused culture, designing human-centered solutions, and continuously measuring performance. These practices enable government offices to be more responsive, efficient, and aligned with employee and public needs.

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