A former senior official with the Transportation Security Administration (TSA) said on Wednesday at the Pega Government Empowered conference in Washington that success in technological transformation – especially in times of disruption – needs to rely on equal parts of correctly managing people, process, and technology. […]
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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 General Services Administration’s (GSA) Federal Risk and Authorization Management Program (FedRAMP) is looking for public feedback on a proposed set of metrics that would measure the end-to-end FedRAMP authorization experience. […]
The IRS’s Direct File pilot program that the agency conducted earlier this year proves the value in prototyping products in the Federal government before they are fully scaled up, the project’s product lead said during the Biden-Harris President’s Management Agenda event on July 10. […]
IRS Chief Technology Officer (CTO) Kaschit Pandya said Tuesday that his agency interacts with more Americans than nearly any other public or private organization and is leveraging artificial intelligence (AI) to improve its customer experience. […]
The U.S. Navy official in charge of creating improved customer experience (CX) within the military service branch is expecting “big changes” to result from that effort. […]
By Steve Caimi, Senior Principal, Product Marketing, U.S. Public Sector, Okta As the digital revolution proceeds, public sector organizations know that delivering great digital experience is vital to building loyalty and convincing citizens that they can safely and seamlessly access government services online. Yet a new report shows that rising customer expectations are posing challenges […]
The Technology Modernization Fund (TMF) announced three investments today totaling over $71 million to help the Department of Justice (DoJ), General Services Administration (GSA), and Armed Forces Retirement Home (AFRH) address security vulnerabilities and deliver better customer experience (CX) to the American public. […]
Federal customer experience (CX) officials from the Department of Homeland Security (DHS) said this week that CX capabilities are finally starting to “take root” across the agency’s different components, which are keeping customers top of mind when designing government services. […]
The Department of Homeland Security (DHS) has announced the creation of a new customer experience (CX) office that will be led by Dana Chisnell, an internationally recognized expert in plain language, forms design, and user experience design. […]
MeriTalk recently sat down with Erin Godinez, director, homeland security solutions, and Dean Irwin, senior director, cybersecurity, at Maximus, to discuss how the department is using technology to drive improvements that are rebuilding trust in government. […]
The Department of Agriculture (USDA) is well along in a “reimagining” how the department is handling and improving its customer care experience, said Simchah Suveyke-Bogin, chief experience officer at the agency, today. […]
President Biden has proposed more than $500 million of spening to improve customer experience across the Federal government in his fiscal year (FY) 2024 budget plan released today. […]
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. […]
The Technology Modernization Fund (TMF) said today it will make $14.6 million of new funding awards to build and improve digital services at the U.S. Agency for International Development (USAID) and the U.S. Railroad Retirement Board (RRB). […]
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 Office of Management and Budget (OMB) unveiled its latest President’s Management Agenda (PMA) quarterly updates today, outlining the Biden administration’s progress on its three PMA priorities focused on strengthening the Federal workforce, customer experience, and government business management. […]
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. […]
By Willie Hicks, Federal Chief Technologist at Dynatrace Whether users are shopping on Amazon or another top company’s website, they expect certain website performance and features availability to ensure a positive customer experience (CX). Users expect to access product links and conduct transactions seamlessly and swiftly. They expect to navigate to comprehensive product specifications or […]
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.” […]
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. […]
By: Santiago Milian, Principal, Booz Allen; and Jenna Petersen, senior lead technologist, Booz Allen From housing assistance to community health to closing the digital divide, equity is on the agenda of multiple Federal agencies. But making Federal services more equitable demands a close look at how constituents experience them. Do services address the full breadth […]
The Office of Management (OMB) reported solid progress for the third quarter of Fiscal Year 2022 (ended June 30) on goals for advancing the customer experience imperatives in the Biden Harris administration’s President’s Management Agenda released in November 2021. […]
The Department of Veterans Affairs (VA) is currently piloting customer experience (CX) courses within its agency for its new Customer Experience Institute (CXi), a VA official said at a June 22 FCW and Carahsoft event. […]
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 Social Security Administration (SSA) has launched a new beta version of its website, complete with a new design to improve customer experience, the agency announced in an April 18 blog post. […]
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. […]
The Office of Management and Budget (OMB) today unveiled new thinking about challenges, opportunities, and success metrics for the three President’s Management Agenda goals that the agency first announced in November 2021. […]
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. […]