Trust is the measure of success in Customer Experience.
In the lives of people, trust is built by consistent and dependable outcomes in their interactions with services. People seek services from the Government at almost all critical milestones in their lives- birth, naturalization, education, in sickness, success, retirement, and death.
Designing CX in Government then, is the collective effort to provide successful and meaningful outcomes in the lives of the the public. To strive for excellence in service is the most meaningful metric of all.