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.
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.
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., is working on legislation for next year that would create a chief design officer for the Federal government, he said today at MeriTalk’s “New & Next: The Government Tech Renaissance,” event in Washington, D.C.
The Federal government is due for a “customer-centric” redesign to address the primary root causes of customer experience (CX) challenges, according to a new report from the Partnership for Public Service and Accenture Federal Services.
The Department of Justice (DOJ) is pushing Federal agencies to take further steps to address language barriers in obtaining Federal services including those delivered in digital formats.
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.”
Sixty-one percent of Americans said that their Federal digital customer experience (CX) is frustrating, according to a multi-country report published by Accenture last week.
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.
The Department of Labor (DoL) is placing a heavy focus on customer experience (CX) and the end-user experience to convert the agency’s modernization efforts into digital transformation, according to CIO Gundeep Ahluwalia.
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.
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.
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 […]
Federal CIO Clare Martorana said today that good customer experience (CX) in government starts with “meeting people where they are,” and doing so equitably in order to build back trust in government.
The Office of Management and Budget (OMB) is forging ahead with executing President Biden’s Federal customer experience improvement executive order issued last December by framing the planned service improvements around five distinct major life events where citizens may rely more heavily on the government for help.
As the Office of Management and Budget’s (OMB) effort to transform the President’s Management Agenda from a list of goals into actionable policy steps gathers steam, OMB is fleshing out its list of Federal agency officials who are taking on leadership rules not only for the three major PMA pushes but for numerous strategic goals within each of them.
With customer experience (CX) being not only a priority in President Biden’s Presidential Management Agenda vision but also the subject of its own executive order, Federal agency and industry officials said a focus on human-centered design and personnel is vital when using technology to make citizen services more consistent and accessible.
IT modernization can be helpful for agencies to optimize their workflows, but chief information officers (CIOs) at a number of Federal agencies are prioritizing the optimization of customer experience over some of the agencies’ more internal needs.
The year 2021 has played out as a non-stop whirlwind of activity for the Federal IT community – one unprecedented in recent memory for new policy direction, funding pushes, and urgency to improve network security.
The Alliance for Digital Innovation (ADI), a technology trade group that aims to help shape government innovation, is asking the Biden administration to increase both funding to the Technology Modernization Fund (TMF) and collaboration with industry stakeholders to best execute the vision outlined in President Biden’s customer experience (CX) executive order (EO).
President Biden released an executive order (EO) today with requirements for 17 different Federal agencies to make customer experience (CX) improvements across 36 areas. The order as a whole broadly focuses on ways Federal government agencies can create more seamless interactions with the public, Federal officials said on a press call explaining the White House directive.
President Biden today issued an executive order that broadly supports new efforts by the government to improve the quality of citizen interactions with the government, and requires17 Federal agencies to make customer experience (CX) improvements in 36 areas ranging from accessing retirement benefits to renewing travel passports.
When it comes to delivering efficient government services, contact center experts are encouraging organizations to use automation and data-driven analytics in order to put the needs of their customers first.
Federal CIO Clare Martorana urged government technology leaders this week to take a page from the “Undercover Boss” television program and discover first-hand the experiences and viewpoints of their customers in order to better understand where government needs to make improvements in how citizens best interact with government services.
Federal CIO Clare Martorana today previewed the goals of ongoing efforts and forthcoming direction from the Office of Management and Budget (OMB) on improving customer/citizen experience (CX) with the Federal government, and set the bar high for expectations for service improvements that will follow.
In its annual update to Circular A-11, the Office of Management and Budget (OMB) made significant changes to section 280, which focuses on customer experience (CX) and service delivery.
The new changes provide a new expanded definition for customer experience – one that includes equity and designates CX as a priority instead of a nice-to-have.
A bill that would improve Americans’ customer experience with Federal agencies was approved by the Senate Committee on Homeland Security and Government Affairs, and now moves along to the full Senate for further consideration.