IT Modernization
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Federal agencies and our nation’s critical infrastructure – such as energy, transportation systems, communications and financial services — are dependent on technology systems to carry out fundamental operations and to process, maintain and report vital information.
May 01, 2023 -
Tiffany Hixson, the assistant commissioner for the Office of Professional Services and Human Capital Categories in the General Services Administration’s Federal Acquisition Service, said spending in 2023 is on track to grow at a significant pace across the entire professional services category.
May 01, 2023 -
As Treasury’s Bureau of the Fiscal Service transforms federal financial management, reimagining customer experience for the public, other federal agencies and the department’s own employees plays a fundamental role, says the bureau’s Matt Garber.
April 28, 2023 -
With the unveiling of a retooled USA.gov and USAGov en Español, GSA offers new online tools to access federal resources more quickly. We talk with the agency’s Leilani Martínez about delivering better external and internal CX — and what’s next.
April 28, 2023 -
The Transportation Security Administration’s employee training aims to achieve a blend of security and customer service expertise. Jason Miller talks with the agency’s Niki French and Kriste Jordan Smith about how that plays out in reality every day.
April 28, 2023 -
The agency implemented kiosks with virtual technicians to accelerate IT help desk services. FDA’s Josh Lehman explains how that initiative is an example of the agency’s CX model: Delight employees so that they can delight customers.
April 28, 2023 -
The CX team in State’s talent bureau likes to frame experience as “backstage” for employees and “onstage” for customers. We learn from State’s Shannon Nagy Cazeau and David Tucker about the intricate way these stages play off each other.
April 28, 2023 -
The space agency has ranked No. 1 as the best place to work in government for 11 years. NASA’s Robert “Bob” Gibbs credits a culture that has developed over decades and shares how leadership nurtures that culture through an employee-first approach.
April 28, 2023 -
Rapid technology development is changing customer experience expectations. While the private sector has led the way into a new era of customer experience, the federal government must catch up or risk becoming irrelevant.
April 28, 2023 -
No one can predict when disaster will occur. But organizations, whether government or private, can control how well they respond. It is all about risk mitigation and resilience.
April 28, 2023 -
A year after President Biden outlined the federal zero trust architecture strategy along with the requirements for meeting specific cybersecurity standards and objectives by fiscal year 2024, agencies are in a crucial stage of development.
April 27, 2023 -
By inserting more data-driven and personalized communications into service interactions, agencies will gain trust among their constituents and also drive desired behaviors, Granicus’ Charlotte Lee shares with The Federal Drive’s Tom Temin.
April 27, 2023 -
As agencies reshape what it means to work in the public sector, we talk to HP Federal’s Matt Barry to better understand how cultural and technology shifts will affect the experience of working in the federal government.
April 27, 2023 -
Federal hiring managers are devising innovative approaches and using new tools to vet candidates. Retired Lt. Gen. Thomas Bostick, who’s a board advisor to HireVue, talks about how to prioritize skills-based hiring rather than focus on experience alone.
April 27, 2023 -
By taking a human-centered design approach, view your agency’s services as your customer would and identify the most troublesome problems and burdens, advises Maximus’ MaryAnn Monroe. She shares more tips with The Federal Drive’s Tom Temin.
April 27, 2023