If the adage that the customer is king is still true, it is especially true in government where customers are often citizens as well. Accenture's own research shows that 85 percent of Americans believe that government digital services should match or exceed commercial service levels. The ability to have seamless experiences across channels (even across competitor platforms) defines what we expect to see everywhere – if Facebook can target ads based on your recent Google search history, shouldn't the DMV be able to figure out that you've moved to a new address? Previously, citizens expected a three to five-year lag in CX standards between government and the commercial sectors. Now, that divide is shrinking to a matter of months, which is why the White House released guidance on customer experience standards for Federal agencies.