digital transformation

The Department of Labor’s (DOL) Office of Worker’s Compensation Programs (OWCP) is well underway with efforts to improve customer-centric services by modernizing and transforming its claimant process.

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Mina Hsiang, administrator of the U.S. Digital Service (USDS), offered her latest insights into current work and progress underway in executing on the White House’s customer experience executive order (CX EO) during remarks on July 21 at the MerITocracy American Innovation Forum.

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Customer experience CX-min

The Centers for Medicare & Medicaid Services (CMS) has updated its Medicare.gov website, creating an optimized customer experience (CX) and making it easier for millions of Americans to find providers and health and drug coverage plans.

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MerITocracy 2021

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 […]

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CX Customer experience -min
CX Customer experience -min

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.

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White House

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.

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CX Customer experience -min

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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CX Customer experience -min

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.

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IT

The year 2021 has played out as a non-stop whirlwind of activity for the Federal IT community – one unprecedented in recent memory for new policy direction, funding pushes, and urgency to improve network security.

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funding

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).

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Customer experience CX-min

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.

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CX Customer experience -min

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.

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CX Customer experience -min
CX Customer experience -min

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.

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CX Customer experience -min

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.

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Customer experience CX-min

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.

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CX Customer experience -min

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.

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CX Customer experience -min

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.

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Cybersecurity

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 […]

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General Services Administration GSA

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.

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data

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.

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CX Customer experience -min

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.

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Customer experience CX-min
CX Customer experience -min

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.

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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.

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Customer experience CX-min

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.

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