Nagesh Rao, the director of business technology solutions at the SBA, and Jim Trinka, the chief talent management officer in the Office of Information and Technology, say by focusing on customer experience, the applications, systems and people are improving how they meet their mission goals.
HCD and CX disciplines put the focus on gaining a better understanding of the people and their processes within an IT implementation project that greatly reduces risk and improves the chances of successful delivery, initial adoption and ongoing usage.
The Agriculture Department is expanding its contact center and customer experience efforts to more bureaus over the next year as part of its IT modernization initiatives.
We are talking about “The Customer Journey”. If you strive for a customer-centric culture, you must understand your customer’s journey—every step of the way.
Dave York, the senior vice president of U.S. public sector for Genesys, said agencies can improve how they deliver services to citizens by taking a omni-channel approach to digital modernization.
Embracing culture change and appointing a senior leader to develop and manage a organizational roadmap are among the ways agencies can improve their customer experiences, according to a new report from the Partnership for Public Service and Accenture Federal Services.
The Office of Personnel Management has chosen a carrier to revive a relatively idle contract option under the Federal Employees Health Benefits Program this year. The Government Employees Health Association will offer two new national health plans under OPM’s indemnity benefit contract.
HUD and GSA seek vendor help to modernize electronic records management, customer experience and in setting up the chief data officer’s office under the Centers of Excellence program.
More than two dozen public-facing program offices have released new data on their annual workloads and are looking at ways to transform their approach to customer service through long-term strategies.
Agencies are expecting to see improvements across the board when it comes to customer service over the next year. The reason for such optimism comes from a growing understanding of what it takes to provide exceptional customer service.