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Improving Washington’s Customer Experience with EO 25-06
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Washington state is raising the bar for public service. Governor Ferguson’s Executive Order 25-06, Transforming Customer Experience and Service Delivery in State Government Operations, sets a clear expectation: put people at the center of how government works.
The goal is simple: make services easier, faster, and more effective for everyone who interacts with state agencies. Better customer experience (CX) benefits agencies as much as the public. Clear services reduce errors, shorten processing time, and free up staff capacity. They also strengthen trust in government.
We know agencies are balancing heavy workloads and limited resources. CX improvement doesn’t have to be overwhelming. With practical steps and the right support, meaningful progress is within reach.
Where Agencies Can Start
EO 25-06 provides a strong statewide direction. Now many teams are asking: What can we do next? Here are three high-impact ways agencies can begin embracing a customer-first mindset.
1. Understand the Customer Journey
To improve an experience, you must first see it through the customer’s eyes.
- Map how people navigate your most commonly used service.
- Identify the steps that create confusion, drop-offs, or unnecessary staff workload.
- Align internal teams around a shared understanding of the current experience.
Journey mapping and service blueprinting workshops uncover pain points and surface opportunities that lead to clearer, more efficient services.
2. Measure What Matters
Meaningful change depends on meaningful measurement. Agencies can build simple, reliable frameworks to track:
- Customer feedback and complaints
- Task completion success
- Call center volume
- Service processing time
- Accessibility and plain language compliance
Clear measurement helps teams understand whether improvements are working and supports transparent, accountable reporting.
3. Create a Path for Improvement
A Customer Experience Improvement Plan (CEIP) provides a roadmap aligned with your agency’s strategic priorities.
A strong CEIP often includes:
- Practical staff training in human-centered design, accessibility, and plain language
- Clear service goals and ownership
- A pilot-then-scale approach for high-impact services
- Processes to embed CX practices into daily operations
This is how agencies build sustainable, customer-focused cultures, not one-time initiatives.
Your Washington: A New Statewide Partner
The Executive Order also establishes Your Washington, a new office within the Governor’s Office responsible for steering statewide CX strategy and accountability.
Your Washington will:
- Lead CX coordination across agencies
- Partner with WaTech to expand WA.gov into a unified, user-friendly portal
- Improving access to centralized services
For agencies, this means clearer guidance, shared resources, and stronger alignment. Instead of building systems independently, teams can focus on delivering better experiences for the people they serve.
Better Experiences Save Time and Build Trust
Improving customer experience reduces help-desk calls, prevents rework, and speeds up service delivery. Small changes lead to significant savings in time and resources. And when people can navigate government services with confidence, trust grows.
Anthro-Tech helps agencies make measurable progress through human-centered design, digital accessibility, plain language, and practical CX strategies tied to real outcomes.
Let’s Move Forward Together
If your team is starting to plan for EO 25-06, or wondering how to take the next step, we can help. Our consultants work alongside agency teams to build achievable, sustainable solutions grounded in your priorities and resources.
Fill out the form to get expert guidance on improving your agency’s customer experience: