Hello Government Community!
The State of Iowa has a very strong experience management program that has seen wonderful results - and we wanted to share their success and learnings with you! Please see the full summary in the PDF attached - in the meantime, here is a summary!
- What they did: Utilized Qualtrics to run employee listening programs across the entire lifecycle (candidate → onboarding → engagement → exit), surveying employees during pivotal points in their lifecycle and adding targeted pulses and lifecycle surveys.
- Why it matters: Continuous listening leads to higher engagement, productivity, and retention — which lowers hiring costs and improves customer/constituent experience!
- Program goals: improve engagement, enable continuous improvement, increase retention, and shorten time-to-productivity for new hires.
- Outcome: A coordinated, data-driven employee experience approach that helps agencies prioritize actions, close the feedback loop, and drive statewide workforce improvements.
Also just in is our 2025 Government Experience Trends report - this report outlines average trends in the Government space for customer engagement as well as employee experiences. The PDF for this is below, but here is a quick summary of this as well:
- Employee KPIs (favorable in 2025): Engagement 61%, Inclusion 67%, Wellbeing 65%, Expectations exceeded 30%, Intent to stay 3+ years 67%.
- Trust: 49% of government employees rate trust in leadership as favorable (global average 63%); U.S. government employees = 57%.
- Customer experience gap: Customer satisfaction with government = 60%, which is ~16 percentage points below the cross‑industry average.
- Customer data & personalization: 64% of customers want personalized interactions; ~42% are comfortable with using web/behavioral data; 53% are worried about privacy; only ~33% trust service providers to use data responsibly.
- Productivity pressure (employee): 29% of government employees feel pressure from employers to increase productivity.
Please let us know if you have any success stories or comments on how YOUR government agency is handling employee experience!
- How are you listening to employees at different points in their experiences?
- What barriers have you encountered when collecting employee feedback?
- What successes do you feel other customers could replicate in their institution?
