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 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.
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.
New legislation introduced in the Senate today would authorize $100 million of Federal spending per year, for a period of seven years, to help state and local governments take quick action on fixing pressing IT problems.
Federal CIO Clare Martorana today laid out her vision for civilian government-wide Federal IT improvements that match up broadly with many of the larger goals outlined in projects and spending priorities announced earlier this month for the recent $1 billion cash infusion into the Technology Modernization Fund (TMF). In her first extended public policy address […]
In a move to better serve individuals with hearing and speech disabilities, the General Services Administration (GSA) is transitioning to the Federal Communication Commission’s (FCC) Telecommunications Relay Services (TRS), GSA announced May 10.
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.
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 COVID-19 pandemic has made all levels of government radically change how they operate. From shifting their workforce to telework to delivering government services digitally, Federal, state, and local governments have had to pivot the way they work, while still delivering on their mission.
The General Services Administration (GSA) and the Department of Housing and Urban Development (HUD) awarded two contracts on June 15 to move forward with implementation of their cloud adoption and customer experience Centers of Excellence (CoE).