As the nation’s largest law firm, the Department of Justice (DoJ) is looking to make its services more accessible, effective, and efficient through its newly launched “Access DOJ” customer experience (CX) hub. […]

The House of Representatives passed the Government Service Delivery Improvement Act via voice vote Tuesday, which aims to improve customer experience and accountability across the Federal government. […]

DoD
CX Customer experience -min

Aiming to generate good customer experience across Federal agencies is far from a new concept, but the implementation of analytical and artificial intelligence-based tools across the Federal government is allowing for a much-needed revamp of how the government delivers services. […]

CX Customer experience -min

As Federal agencies are looking to improve customer experience (CX) across government, government officials at the Feb. 22 Digital Transformation Summit hosted by ACT-IAC and Carahsoft shared some of the ways they’re driving towards that goal, including through website modernization. […]

Customer experience CX-min

The House Oversight and Accountability Committee on Feb. 6 voted to approve the Government Service Delivery Improvement Act, which aims to improve customer experience and accountability across the Federal government in part by creating a new senior management position at the Office of Management and Budget (OMB) devoted to improving customer experience. […]

messaging app, mobile phone

Four state and local government (SLG) agencies have partnered with the General Services Administration (GSA) to start sending customized text messages for application deadlines, interview reminders, fraud reduction, and other critical service updates to people who opt in as well as their own agency staff.   […]

Melvin Brown, Deputy CIO, OPM, Datadog Observe 2023

While technology advancements are reshaping the way IT teams work together and driving organizational change across the Federal government, a top tech leader at the Office of Personnel Management (OPM) said Tuesday that a major piece of modernization for better citizen experiences is rooted in training the agency workforce in tech adoption. […]

Customer experience CX-min

Federal CIO Clare Martorana exhorted government officials along with technology vendors to seize the present moment to make needed improvements in how citizens interact with government agencies and services during a Dec. 7 keynote speech at ACT-IAC’s CX Summit event in Arlington, Va. […]

Citizen satisfaction with U.S. Federal government services continues to improve, advancing 2.9 percent to a score of 68.2, and led by a sharp increase in satisfaction with Federal websites, according to the American Customer Satisfaction Index (ACSI) Federal Government Report 2023 released today. […]

Customer experience CX-min

Sens. Gary Peters, D-Mich. – chairman of the Homeland Security and Governmental Affairs Committee – James Lankford, R-Okla., and John Cornyn, R-Texas., introduced bipartisan legislation to improve and streamline the customer service (CX) that Federal agencies provide in person, online, and over the phone.  […]

Cyber workforce people

Federal agencies have increasingly adopted a human-centered approach to IT modernization to improve customer experience across the Federal government, and a key contributor to those efforts are the fruits of public-private partnerships. […]

CX Customer experience -min

Reps. Katie Porter, D-Calif., Gerry Connolly, D-Va., and Kweisi Mfume, D-Md., reintroduced legislation on April 18 that would codify into law parts of President Biden’s 2021 executive order (EO) that directs Federal to make citizen-focused improvements to government services. […]

.gov website cybersecurity government

The Office of Management and Budget (OMB) today released guidance updating requirements for Federal website domains – including .gov or .mil website domains – and marking another critical move in delivering trusted interactions to the American people when they visit official government sites.  […]

CX Customer experience -min

The Biden-Harris administration’s customer experience (CX) efforts may finally be paying off. After four years of measurements that show declining satisfaction, citizen satisfaction with Federal government services surged by 4.6 percent in 2022, according to the American Customer Satisfaction Index’s (ACSI) Federal Government Report 2022. […]

OPM CIO Guy Cavallo

During the closing keynote speech at MeriTalk’s Dec. 8 “New & Next: The Government Tech Renaissance,” event in Washington, D.C., a top IT official at the Office of Personnel Management (OPM) said agencies need to take care of their employees first when it comes to implementing good customer experience (CX). […]

Rep. Ro Khanna, D-Calif.
CX Customer experience -min

Reps. Katie Porter, D-Cali., and Gerry Connolly, D-VA., introduced new legislation last week that aims to strengthen how the Federal government serves the American public by giving six agencies specific marching orders on improving online and other services. […]

Ten months after President Biden released his executive order for government to improve customer experience, a new report from the Information Technology and Innovation Foundation (ITIF) argues that Federal agencies are “still doing a poor job of measuring satisfaction, and they are conspicuously lagging in offering digital services.” […]

CX Customer experience -min

Three officials from Federal agency high-impact service providers discussed new and innovative ways their agencies are reimagining customer experience (CX) by harnessing emerging tech as they drive toward the far-reaching CX improvement goals set out in President Biden’s executive order issued late last year. […]

The Department of Homeland Security’s (DHS) Customs and Border Protection (CBP) component is focusing its IT modernization efforts on improving cybersecurity and customer experience, the agency’s top tech official said this week. […]

digital transformation

The Department of Labor’s (DOL) Office of Worker’s Compensation Programs (OWCP) is well underway with efforts to improve customer-centric services by modernizing and transforming its claimant process. […]

Mina Hsiang, administrator of the U.S. Digital Service (USDS), offered her latest insights into current work and progress underway in executing on the White House’s customer experience executive order (CX EO) during remarks on July 21 at the MerITocracy American Innovation Forum. […]

Customer experience CX-min

The Centers for Medicare & Medicaid Services (CMS) has updated its Medicare.gov website, creating an optimized customer experience (CX) and making it easier for millions of Americans to find providers and health and drug coverage plans. […]

MerITocracy 2021

Can technology innovation – coupled with the boldest kind of leadership – work together to start fixing the most intractable problems facing America? On July 21 – we’re going to find out. The countdown to MerITocracy 2022: American Innovation Forum is on. In the lead-up to the event, we are table-setting a host of big […]

CX Customer experience -min
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