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).
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.