customer experience

Legacy financial management federal providers must define their roles in new approach

Matt Miller, the acting commissioner for the Bureau of Fiscal Service in the Department of Treasury, said he hopes the four legacy shared services providers…

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(Getty Images/iStockphoto/Jirsak)federal hiring

Why Biden’s internal federal workforce and external equity initiatives go hand in hand

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Postal Service)Tammy L. Whitcomb, Inspector General at the United States Postal Service

Postal Service trying to make customers more aware of where lags in mail delivery occur

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Getty Images/iStockphoto/Tero Vesalainencustomer experience

Turning civic design promises into realities

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Getty Images/iStockphoto/Tero Vesalainencustomer experience

Why local data and local processing are key to giving better citizen experience

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The next evolution of citizen experience 

Jon Brown of Liveops says a healthy combination of people, processes and technology can help organizations meet not just the citizen service needs of today…

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(AP Photo/Pablo Martinez Monsivais)Veteran Affairs building near the White House in Washington, Feb. 14, 2018. An internal watchdog's investigation has found that Veterans Affairs Secretary David Shulkin improperly accepted Wimbledon tennis tickets and likely wrongly used taxpayer money to cover his wife's airfare for an 11-day European trip. (AP Photo/Pablo Martinez Monsivais)

VA sees trust improve by 24% in five years, thanks to veterans experience effort

Trust in the Department of Veterans Affairs has grown 24% in the last five years, according to a new report from VA’s Veterans Experience Office.

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Getty Images/iStockphoto/Tero Vesalainencustomer experience

The Biden-Harris administration wants to address racial equity – focusing on customer experience can help

Too often, we see well-intended government efforts fall short of their purpose because solution architects overlook key customer characteristics. Most importantly, these failures disproportionately impact racial minorities and other underrepresented communities.

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