customer experience

Medicare, Medicaid, CMS, HHS, cybersecurity, Administration of Children and families,The Department of Health and Human Services building

New HHS request for proposals has industry up in arms

The Centers for Medicare and Medicaid Services (CMS) has released a request for proposals that industry finds puzzling.

Contracting

Industry Exchange Data '24 Commvault, Kelyn Technologies, AWS

Industry Exchange Data 2024: Commvault, AWS and Kelyn experts on tuning up CX through smart data management

Federal Insights

CX Exchange '24 HCLSoftware's Michael Roe

CX Exchange 2024: HCLSoftware’s Michael Roe on keeping people at center of experience design

Federal Insights

CX Exchange 2024: Maximus’ MaryAnn Monroe on tech advances in experience capabilities

Federal Insights

CX Exchange '24 Day 1 Maryann Monroe Maximus

CX Exchange 2024: Maximus’ MaryAnn Monroe on the only experience metric that matters

Federal Insights

CX Exchange 2024: Verizon’s David Werner on infusing AI into digital experiences

Federal Insights

CX Exchange '24 SSA Commissioner Martin O'Malley

CX Exchange 2024: SSA’s Martin O’Malley on creating better experiences for the masses

Federal Insights

CX Exchange 2024: DoD’s Tashona Beale on Washington Headquarters Services’ first-ever CX management plan

Management

CX Exchange 2024: Adobe’s Nancy Newell on data-driven customer service improvement

Federal Insights

For 2025 budget request, federal IT prioritizing AI, CX

Budget

Government sometimes looks like a backlog backwater

Tom Temin Commentary

What individual federal employees can do, to improve customer experience

It’s the oldest challenge in government and business: How to make things easier for customers. In the digital age, customer service has evolved into something…

OPM Reorganization

Experts tell Congress how AI can help agencies improve service delivery

HSGAC Chairman Gary Peters says legislation is ‘forthcoming’ in the areas of customer service and AI.

Artificial Intelligence

Buzzword for 2024: AI; Biggest concern for 2024: Workforce

Reporter's Notebook

While the buzzword of 2024 may be artificial intelligence, or some derivative like generative AI or large language models, the biggest challenge and focus for federal IT community will continue to be the people.