Rob Leahy joins NASA Goddard as its new CIO after spending the last 17 months at the IRS.
Rajiv Uppal at the Centers for Medicaid and Medicare Services, and Jose Arrieta at HHS said bringing the mission offices into the IT modernization discussion is having real impacts.
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.