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. […]
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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. […]
Almost two years ago, life fundamentally changed overnight. People of all backgrounds and communities found themselves needing government services to make it through challenging times, and the Federal government responded by authorizing initiatives like the Paycheck Protection Program (PPP) and economic impact payments. […]
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). […]
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. […]
Despite legislative requirements, many Federal websites are not accessible for people with disabilities, a report by the Information Technology and Innovation Foundation (ITIF) found. The findings present an obstacle for millions of Americans, especially as the pandemic has forced many government services online. […]
Sens. Chris Murphy, D-Conn., and James Lankford, R-Okla., introduced bipartisan legislation that aims to improve the customer experience of citizens when using government programs and strengthen trust in the government. […]
With the COVID-19 pandemic forcing a record number of citizens to interact with the Federal government, constituents are still worried about their data safety in interactions with the government and believe the government still needs to modernize its systems, according to a Carahsoft study released May 6. […]
Ensuring customers are happy is important, but Federal customer experience (CX) experts believe ensuring employees are happy is equally important. Federal experts say the same human-centered design framework can be applied to both CX and employee experience (EX) to give agencies a competitive advantage. […]
Research and consulting firm Forrester is calling for the incoming Biden administration to create a permanent Chief Customer Officer (CCO) position that would have the stated goal of improving the customer experience (CX) of those interacting with Federal agencies. […]
Satisfaction with Federal government agencies is at an all-time high, but the average customer experience (CX) rating across government still sits below the private sector, and digital experiences are seen as a weak point, according to Forrester’s Federal Customer Experience Index for 2020. […]
Reflecting on the last nearly six months of the coronavirus pandemic – and his two decades in Federal IT experience – Booz Allen Hamilton’s Vice President of Digital Transformation Dan Tucker is looking ahead to more government investments in open data architectures, cloud services, and human-centric digital products as Feds adapt to the shifting telework and service delivery landscape. […]
While the Office of Management and Budget’s (OMB) annual update to Circular A-11 features mostly minimal policy changes, section 280 on customer experience (CX) and service delivery detailed new information for agencies on CX best practices. […]
The Small Business Administration (SBA) is standing up a modernized system to help the agency manage its Small Business Investment Company (SBIC) program, according to a notice posted on September 9 in the Federal Register. […]
The Senate on July 25 approved the Federal Agency Customer Experience Act (S. 1275), which would charge Federal agencies with gathering customer feedback about agency services, and to make some of that feedback data public. […]
The Department of Veterans Affairs (VA) has added customer experience (CX) to its Core Values and Characteristics guidelines – a move that indicates that VA will prioritize CX in its mission. […]
Sens. Maggie Hassan, D-N.H., and James Lankford, R-Okla., introduced the Federal Agency Customer Experience (FACE) Act of 2019 on May 1 to improve American customer service experiences when they interact with Federal agencies. […]
Department of Justice (DOJ) CIO Joseph Klimavicz spoke about the importance of how everyday citizens should be able to reach people in leadership positions in the Federal government and the soon-to-be-released IT strategy for FY 2019-2021. […]
Since the President’s Management Agenda was issued in March, Federal agencies have been working governmentwide to “provide a modern, streamlined, and responsive customer experience [CX] across government, comparable to leading private sector organizations.” According to an update released Wednesday on Performance.gov, agencies have made strong progress on the cross-agency priority (CAP) of improving CX with Federal services; however, the path forward has not been without bumps in the road. […]
When it comes to customer experience in the Federal government, customers can be like your children: you love them and want to help them succeed, but you don’t get to pick them, and you have to work toward their high expectations. That was the message from Anahita Reilly, chief customer officer at the General Services Administration (GSA), during a speech today at Deloitte’s Creating a Future Forward event. […]
For agencies looking to score a touchdown with their customer experience, the General Services Administration (GSA) released its Customer Experience Playbook today, offering “a synthesis of ideas gathered from interviewing several subject matter experts and leaders in CX and Human Centered Design in government.” […]
Federal customer experience professionals offered advice this week to agencies looking to improve their customer experience and highlighted resources that their agencies have utilized to improve customer service. […]
Rep. Ro Khanna, D-Calif., said he is eyeing the post-midterm election “lame duck” period for further movement through Congress of his 21st Century Integrated Digital Experience Act (IDEA) bill that would empower Federal agency CTOs and CIOs to modernize and improve their websites and citizen services. […]