Enhancing Customer Experiences with Real Intelligence
OST’s Customer Experience (CX) capabilities are built to help agencies move beyond reactive service delivery toward proactive, citizen-centered engagement. Today, CX is about more than satisfaction; it’s essential for ensuring secure access, improving efficiency, and building lasting public trust.
We help government modernize how they deliver services by aligning their mission goals with the actual citizen experience. From journey mapping and omnichannel support to AI-powered automation and real-time performance tracking, OST equips government to meet citizens where they are—efficiently, securely, and with responsiveness. Our process begins with an assessment of the current state and identifying metrics necessary to measure CX, then building a technology foundation with a focus on continuous CX improvement.
Whether managing claims, providing public-facing information, or coordinating benefits across agencies, OST brings the tools, data, and strategies needed to turn service pain points into citizen success stories.
The Challenge – Today’s Customer Experience
- Legacy, paper-based systems slow down service delivery and frustrate users
- Public services lack personalization and context-aware engagement
- Siloed data prevents a 360° view of the customer journey
- Call centers are overwhelmed, leading to long wait times and low satisfaction
- CX compliance and accessibility standards are difficult to maintain
- Low public trust and citizen participation limit policy effectiveness
Improving the Experience
OST delivers CX modernization as a mission enabler. Our integrated approach blends analytics, automation, and strategy to create experiences that are secure, inclusive, and citizen-first. We don’t just fix CX issues, we create a culture of citizen-centric design that increases impact, trust, and operational agility. Our continuous improvement framework driven by real-time data, industry best practices, and automation adapted from leading private-sector CX models improves the experience for everyone.
Core CX capabilities include:
- Customer Journey Mapping
- Data Governance & Platform Integration
- AI & RPA-Powered Engagement
- CRM Modernization & Omnichannel Support
- Real-Time CX Monitoring
- CX Compliance & Accessibility
CASE STUDY:
Delivering Better CX for the DoT
Challenge
The U.S. Department of Transportation customer needed to improve digital services for the public by increasing usability, accessibility, and overall customer experience across its web platforms.
Solution
OST transitioned DOT systems from a traditional waterfall approach to Agile/SecDevOps. We implemented modern web development, frequent sprint reviews, and accessibility remediation—making over 4,000 PDF documents WCAG compliant and ensuring 508 compliance across all web content.
Outcome
OST’s DOT solutions delivered a more user-friendly and accessible experience for all citizens while significantly reducing service delivery timelines through Agile methodologies. By fostering strong stakeholder engagement, OST improved internal collaboration and visibility across teams, all while ensuring full compliance with federal accessibility standards.