 Capacity Building — Engaging the AOC workforce and equipping them with the knowledge and skills to work according to AOC’s core values and to deliver service according to our customer service philosophy


 Customer Experience Standards — Developing agencywide standards to deliver a consistent customer experience


 Customer Experience Mapping and Relationship Management — Using state-of-the-art tools and techniques to understand our customer needs and experiences


 Customer Experience Measurement and Metrics — Gathering and analyzing data to drive results to improve customer satisfaction and the process that leads to effective service delivery


 Structure and Accountability — Championing governance to ensure an integrated approach that includes internal coordination, collaboration and process improvement to meet customer needs


The AOC met the FY 2019 target to establish the customer experience program. This program will transform the AOC’s customer service delivery from a group of transactions to a culture of understanding customers and predicting and meeting their needs.


Future Efforts


The AOC’s planned future efforts will follow the Customer Experience Program Roadmap developed in FY 2019. The roadmap includes activities for people, processes, tools and technology. In FY 2020, the AOC will develop an enhanced set of metrics to provide actionable insights into the customer experience. In addition, the AOC will develop a comprehensive customer experience feedback program for tenant, public and internal customers. The new feedback mechanisms will include periodic and transactional surveys to provide insight into the AOC’s performance.


Capitol Highlights


Library Garden Commemorates the 19th Amendment


In collaboration with the Library of Congress’ educational programs and exhibits, the AOC planted a flower bed outside of the Thomas Jefferson Building to commemorate the centennial of the 19th Amendment, which granted women the national right to vote. On June 4, 1919, Congress passed the 19th Amendment to the Constitution. In celebration of the 100th anniversary of its passage and in coordination with the Library of Congress’ exhibit, Shall Not Be Denied: Women’s Fight for the Vote, the flower beds honor the suffragist movement.


The colors of the flower bed — purple, white and gold — reflect those adopted by various suffrage groups, particularly the Congressional Union (later known as the National Woman’s Party). The Suffragist newsletter


68 Section 2 • Performance Information


identified these colors as: “Purple is the color of loyalty, constancy to purpose, unswerving steadfastness to a cause. White, the emblem of purity, symbolizes the quality of our purpose. Gold, the color of light and life, is as the torch that guides our purpose, pure and unswerving.” Gold was also a color favored by the early suffragists, including Elizabeth Cady Stanton and Susan B. Anthony.


The Library of Congress exhibit tells the story of one of the largest reform movements in American history using documents, photos and artifacts. It is a story about determined women who organized, lobbied, paraded, petitioned, lectured and picketed to win the right to vote. The exhibit runs through September 2020.


www.loc.gov/exhibitions/women-fight-for-the-vote/about-this- exhibition/


ARCHITECT OF THE CAPITOL


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