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. […]

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. […]

The Department of Veterans Affairs (VA) has released a “Customer Experience (CX) Cookbook” for Federal agencies that features key ingredients and recipes for embedding CX in Federal services and for cooking up CX best practices. […]

As the continuing coronavirus pandemic puts a spotlight on the need for mission continuity, Federal agencies need to understand their customers’ journeys and smooth the path for them, Deputy Federal CIO Maria Roat said today. […]

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. […]

The American Council for Technology and Industry Advisory Council (ACT-IAC) released a paper this week that sets forth recommendations to improve customer experience (CX) and service delivery. […]

A new report from the Partnership for Public Service and Accenture finds that while the Federal government has made progress over the past year in improving customer experience and addressing customer feedback, the Feds still have a ways to go in meeting customer needs. […]

The Social Security Administration (SSA) is planning to improve customer service delivery and experience through a range of customer service activities including surveys, user testing, interviews, and focus groups. […]

The first High Impact Service Provider (HISP) Action Plans on customer experience (CX) have been released by Performance.gov to highlight public-facing services in accordance with 2018 Office of Management and Budget (OMB) Circular A-11 Section 280 guidance and the President’s Management Agenda. […]

The General Services Administration (GSA) released a version of its customer experience survey for high-impact Federal programs to use, as mandated by Office of Management and Budget (OMB) Circular A-11, on the Federal Register today. […]

The Office of Management and Budget’s (OMB) Circular A-11 for the fiscal year 2021 budget cycle, released June 28, includes new guidance on customer experience (CX), Technology Business Management (TBM), and OMB’s new shared services policy. […]

Despite organizations’ efforts to improve customer experience (CX), the 2019 Forrester CX Index indicates little to no rise in CX scores from last year across a range of industries, and that technology is the key forward in improving CX. […]

In an effort to improve customer experience (CX) in government, the General Services Administration (GSA) will hold a nationwide, day-long hackathon to gather industry insight about GSA applications. […]

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. […]

The Department of Housing and Urban Development (HUD) and the General Services Administration’s Technology and Transformations Services unit (GSA TTS) issued six requests for information (RFI) today identifying key areas for phase two of the Centers of Excellence (CoE) program. […]

The U.S. Census Bureau launched a new virtual hub this year that aims to inform citizens how they can make use of the data the bureau collects, said Census Bureau Digital Marketing Lead Anthony Calabrese at the Granicus Annual National Summit today. […]

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. […]