Why GX?

I originally published this post on Medium. I copied it here in May 2024 to keep it alongside my other content.

Whether you call it…

• GX (Government Experience)
• GovCX (Government Customer Experience)
• CX (Customer Experience)

…or some variation therein, the point is to design backwards from the customer (citizen) experience into the machinery of government.

That’s one of the big things I’m learning and thinking about right now.

And it’s the one thing government software teams need most.

So why not go back to one of the (inadvertent) masters of CX: Steve Jobs, who made his comments in the video below just before returning to the Apple CEO job, following a decade away. Reorienting Apple toward customer experience is what launched the iMac, iPod, iPhone, and iPad and made Apple the juggernaut it remains to this day.