Skip to main content

Provide Better Government Services with
Greater Efficiency.

Whether your customers are government employees or private individuals, their experience helps determine your mission’s success. Poor experiences erode trust, derail goals, and cost your organization immensely.

Guided by 30 years of experience partnering with government agencies, ECS offers actionable customer experience (CX) strategies to improve how government and enterprise organizations build impactful relationships with customers. By understanding your agency, your people, and your work, we help you construct plans for transparent, human-centered mission execution that is aligned with federal standards.

To put this into action, ECS delivers:

  • User research that informs better strategies and guides effective spending
  • Clear, consistent digital design and communication streams
  • Improved adoption, trust, and mission success across service lifecycles


Customer experience drives every stage of the federal and enterprise lifecycle. ECS integrates customer insights directly into CX strategies to deliver measurable results. We improve module interfaces, streamline customer journeys through real feedback, and align every solution with current federal policies and best practices. ECS turns CX goals into mission-driving outcomes.

Marshall Thames, Senior Vice President, Technology and Innovation

Increase Revenue and Cost-Savings Through CX

Knowing your customers’ struggles and needs provides valuable insights into creating better processes, products, and services while reducing administrative strains and increasing transparency. We’ll help you deploy services more efficiently, minimizing time burdens on customers while lowering costs.

Product Management

Product management aligns resources, fosters collaboration, and integrates feedback to ensure mission success. It enables efficient service delivery, adaptability, and sustained outcomes for both customers and the public.

Customized CX Solutions That Work for You

ECS partners closely with you to define and architect CX strategies that fit your organization’s unique intricacies. By also incorporating federal-compliant systems and standards, you’ll achieve consistency and usability across services.

Usability testing
and study sessions

User
research

Customer journey
mapping

Service
blueprinting

Rapid
prototyping

CX strategy and
governance

CX
training

CX
metrics

Use Customer Insights to Drive Mission Success

Our CX approach empowers your federal agency to gain a holistic understanding of your customers across various programs, driving consistent improvements throughout your entire service lifecycle.

Command Your Unique CX Process

Your mix of operating environment, tool stack, and customers is unique. To achieve the best solutions, we tailor the CX process to your specific rules and requirements. Instead of telling you how to run your business, we meet you where you are and help you transform your lifecycle to best align with your mission.

Turn Initial CX Projects Into Long-term Success

ECS helps you quickly identify and build upon short-term CX opportunities that germinate into long-term success as we build out your program.

I can't say enough good things about the work this [ECS] team is doing. This has the potential to set our CX agenda as a health information service provider for years to come. Thank you, thank you, thank you.

Federal Emergency Management Agency customer

I can't say enough good things about the work this [ECS] team is doing. This has the potential to set our CX agenda as a health information service provider for years to come. Thank you, thank you, thank you.

Federal Emergency Management Agency customer

ECS has been the linchpin to the success of our CX program… they have produced the gold standard of CX Content in the federal space.

Department of Homeland Security customer

ECS has been the linchpin to the success of our CX program… they have produced the gold standard of CX Content in the federal space.

Department of Homeland Security customer

We really appreciate and trust the work ECS is doing on our Voice of the Customer program.

Cybersecurity and Infrastructure Security Agency customer

We really appreciate and trust the work ECS is doing on our Voice of the Customer program.

Cybersecurity and Infrastructure Security Agency customer

Ready to supercharge your service with customer insights from ECS?

Contact Our Experts
WE'RE HIRING