National Archives and Records Administration (NARA) Publishes Customer Research Agenda
From the National Archives and Records Administration (NARA):
A draft Customer Research Agenda was open for public review and comment in October 2022. “We’re grateful for the feedback we received during the public review and comment period. The information our customers and stakeholders shared helped better focus and finalize the agenda. The document truly reflects the agency’s commitment to learn more about its customers prior to making improvements to services,” said Maria Carosa Stanwich, Chief of Staff.
NARA’s approach to service improvement includes three steps: discover, design, deliver. The Customer Research Agenda is a set of questions that will be used during each discovery phase. The feedback collected from the questions will deepen NARA’s understanding of its customers to improve design, service delivery, and overall customer experience. “We right-sized the agenda by focusing on what it is, how we will use it, and what we need to learn from our current and future customers to improve services,” said Stephanie Bogan, Chief Customer Experience Officer.
NARA developed its Customer Research Agenda to guide the agency’s approach to better understanding the wants, needs, and expectations that individuals, organizations, and communities have when interacting with its services. In alignment with agency-wide efforts to expand NARA’s reach and access, the Customer Research Agenda also explicitly focuses on helping NARA understand how the agency can expand access and participation. NARA’s goal is to ensure that its services are available to all, including groups that have been historically underserved, disadvantaged, or excluded.
“By focusing our research on the overall quality of NARA services, the process of obtaining services, and the people providing services, we will build a comprehensive understanding of the agency’s customers that will enable us to make service improvements that are driven by their voices,” said Nick Bloom, Human-Centered Design Specialist.
The Customer Research Agenda is an important step toward achieving NARA’s Strategic Goal 2: Connect with Customers. These efforts also support government-wide initiatives to improve federal customer experience and service equity as represented in the President’s Management Agenda, Executive Order 13985, Executive Order 14058, and the Office of Management and Budget’s A-11 Circular §280.
Direct to Customer Research Agenda Document
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About Gary Price
Gary Price (firstname.lastname@example.org) is a librarian, writer, consultant, and frequent conference speaker based in the Washington D.C. metro area. He earned his MLIS degree from Wayne State University in Detroit. Price has won several awards including the SLA Innovations in Technology Award and Alumnus of the Year from the Wayne St. University Library and Information Science Program. From 2006-2009 he was Director of Online Information Services at Ask.com. Gary is also the co-founder of infoDJ an innovation research consultancy supporting corporate product and business model teams with just-in-time fact and insight finding.