customer experience
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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.
November 08, 2019 -
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.
October 23, 2019 -
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.
October 22, 2019 -
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.
October 08, 2019 -
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.
October 01, 2019 -
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.
September 24, 2019 -
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.
September 20, 2019 -
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.
June 19, 2019 -
In today's Federal Newscast, according to new numbers from market research company Forrester, the federal government as a whole was ranked lower than airlines, car rental services, and health care providers.
June 13, 2019 -
More agencies should consider the tried-and-true focus group.
May 31, 2019 -
Under the IDEA Act, agency officials see a clearer path forward on making .gov websites more user-friendly.
May 28, 2019 -
Engineers have long had tools such as computer-aided design and a lot of vendors provide CAD modeling software. But ARPA-E is going beyond that.
May 23, 2019 -
Lee Becker, the chief of staff of VA’s Veterans Experience Office, said winning a Service to Citizens Award shows just how far the agency has come over the past five years, and how much more work there is to do to earn the trust of veterans.
May 20, 2019 -
Members of the House Ways and Means Committee and IRS watchdogs have expressed concerns about the size of the agency’s tax gap — hundreds of billions of dollars that go uncollected each year — but disagree how best to close the gap.
May 10, 2019 -
OMB has doubled down efforts to transform customer experience in government as a way to address other top management challenges.
May 02, 2019