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This week on Amtower Off Center, Martha Dorris, founder and CEO of Dorris Consulting joins host Mark Amtower to discuss customer experience and how it fits in the federal government.
Veterans Affairs recently created the first-ever employee journey map, which the Trump administration sees as a potential tool for agencies. Journey maps could help agency leaders better identify workforce trends.
In today's Federal Newscast, more Pentagon employees are being told to telework because of an uptick in coronavirus infections in the National Capital Region.
Speakers at a virtual summit this week detailed how the pandemic gave their agencies a chance to make long-talked about improvements to customer experience.
Department of Veterans Affairs has also developed employee journey map, which describes key career moments for its workforce. VA said it's using the map to create improved experiences for employees, and in turn customer experience to veterans.
The election fiasco you can't fix, so its best to concentrate on the day-to-day work of the people
Maylin Jue, the Labor Department’s enterprisewide shared services program manager, said by consolidating human resources, personnel security, technology and procurement functions across the department, employees will receive better, faster and cheaper services.
Customer experience from government agencies has a long way to go. That's the principal finding in the latest survey by Forrester Research.
In today's Federal Newscast, the Army is embedding nutritionists, physical fitness experts and coaches into active duty brigades in hopes of increasing performance and cutting down on injuries.
After several successful runs at customer experience pilots in recent years, the Department of Veterans will soon publish a CX best practices guide for other agencies..
Two agencies show they take customer experience seriously.
Agencies are increasingly turning to online feedback as a way to communicate and respond to their customers during the pandemic. In the case of the Veterans Benefits Administration, that feedback led to new legislation in a matter of weeks.
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.