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While the buzzword of 2024 may be artificial intelligence, or some derivative like generative AI or large language models, the biggest challenge and focus for federal IT community will continue to be the people.
DHS is driving toward ambitious burden reduction goals by requiring components to leverage "usability tests" for any public information collections.
Jason Miller, the deputy director for management at the Office of Management and Budget, said for 2024, OMB is naming four new high-impact service provider agencies and expanding initiatives like pooled hiring.
The Biden administration is trying to set a higher bar for public-facing services across government — with a new focus on providing a "digital-first" experience.
In this new motion of navigating increased budget constraints and reduced resources, digital transformation initiatives that improve the customer experience are emerging from a nice-to-have to a must-do in today’s landscape. Now more than ever, the public sector is in need of more efficient solutions that ultimately help them do more with less and drive success now.
Eric Hysen, the DHS chief information officer, and Dana Chisnell, the director of CX, are expanding their priorities areas to include more customer and employee experience goals as outlined in a new IT strategic plan.
The Navy is solidifying the importance of customer experience. For example, its Program Executive Office for Manpower, Logistics and Business Solutions is making its customer experience feedback pilot program permanent in the coming months.
Today, citizens are no longer passive recipients of government services, but rather active participants in a digital age. From mobile applications to websites, government services must be accessible, available and performant for those who rely on them.
A cross-agency team focused on how the federal government can improve public-facing services online is looking at text messages as the new frontier for better customer experience.
OMB’s new guidance, Delivering a Digital-First Public Experience, seeks to accomplish the spirit and intent of the 2018 21st Century IDEA Act.
The Food and Drug Administration is looking to reach better customer experience by focusing on employee satisfaction and more consistent feedback loops.
The Biden administration is putting its next wave of customer experience improvement into focus, giving agencies new targets — and soon, new tools — to improve the way agencies deliver public-facing services across government.
Only 35% of Americans said they trust the federal government, but highlighting the work of civil servants can pave the way to more positive views, the Partnership for Public Service found.
After launching in May, the Office of Transformation at the Social Security Administration is taking a data-driven, proactive approach to try to improve customer experience.