Duration: 1 hour
Cost: No Fee

When Robin Carnahan, the administrator of the General Services Administration, made her now famous statement, “We will make these damn websites work,” back in June 2021, there was little clarity in how GSA or the Biden administration would do that.

More than a year later, the multi-pronged approach is coming into focus.

From President Joe Biden’s executive order on customer experience to the Office of Management and Budget pledging $100 million from the Technology Modernization Fund to addressing long standing challenges with citizen services to the President’s Management Agenda’s focus on customer journeys, agencies are have multiple tools and approaches to finally fix those damn websites.

The latest data collected by OMB on Performance.gov shows agencies still have a long way to go.

Of the 35 high impact service providers, the average satisfaction score was 4.15 out of 7 indicators of measures. That was down from the previous quarter.

Other metrics such as confidence and trust, ease of use and quality all dropped from last quarter.

There are things agencies can using data and through innovative approaches that will help them improve their customer experience in a secure and equitable way.

Adam Goldberg, the business transformation executive at the Bureau of the Fiscal Service for the Treasury Department, said his agency supports 21 different contact centers for a host of governmentwide services.

“We want to create a more consistent experience, and what was interesting is we started talking about, well, maybe we could give them chatbots to offload calls from the agent to do that. One of the things that we started realizing is we really need to understand the problem that we’re trying to solve before I overlay the technology on that, Goldberg said during the discussion Optimizing Your Agency’s Digital Door to Drive Both Security and Equity “Am I trying to get calls off of an agent and put it on a chat? Or am I trying to just eliminate the need for the contact generally? Do I need to improve the information that’s available to the individual and have we provided the opportunity to have a consistent experience regardless of which of which product or service that you’re trying to contact us about? We’re spending a lot of time right now on this initial work, saying, ‘let’s talk about customer contact optimization. Let’s find the basic capabilities that are needed in any customer contact. And then let’s look at how technology might be able to solve some of those challenges.’”

Simchah Suveyke-Bogin, the chief customer experience officer at the Agriculture Department, said striking the right balance between customer design and technology can be difficult, but is imperative to improving services.

Learning Objectives:

• The Digital Front Door
• The Technology Balance
• Customer Experience and Fraud Prevention

Complimentary Registration:

Please register using the form on this page or call (202) 895-5023.
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