customer experience
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Can agencies create CX that’s ‘simplistic, delightful and surprising’? Leaders from the Agriculture Department, Education Department, Homeland Security Department and IRS think so and share the work underway in their agencies to make it easy to navigate government services — for the federal workforce and for the public.
May 24, 2023 -
Federal Chief Information Officer Clare Martorana said the guidance will help agencies understand how to implement the law that called for them to modernize websites, implement digital signatures and improve citizen services.
May 19, 2023 -
Today, people want digital services to give them access in no more than two clicks in 10 seconds. That’s why, says Okta’s Sean Frazier, security for government services should resemble wallpaper — doing its job without being distracting.
April 27, 2023 -
Over two afternoons, we explored the technology, policy and processes that underpin agency efforts to serve the public, businesses and the government’s own workforce more effectively.
March 20, 2023 -
DHS has brought on a U.S. Digital Service veteran to lead a new customer experience directorate.
March 17, 2023 -
The White House is asking Congress to increase spending on cybersecurity by 13% over the 2023 request and wants to spend $510 million on customer experience initiatives.
March 14, 2023 -
The Biden administration is calling on agencies to step up their efforts to improve customer experience across government by bringing in additional experts and making better use of customer feedback data.
March 09, 2023 -
The White House is calling on CDOs to take on governmentwide projects that will advance the Biden administration's executive orders on government outreach to underserved communities and improving customer experience across government.
February 14, 2023 -
Login problems and re-ticketing show up among issues with IT user experience at DoD according to a survey from the Defense Business Board.
February 03, 2023 -
When people go online to get information, their expectations have been set by their daily activities. For most, that involves going online and purchasing items for retailers who have developed entire businesses around providing a positive, digital experience.
December 29, 2022 -
Federal Chief Information Officer Clare Martorana says among her top priorities for 2023 is break down silos, share lessons learned and scale best practices across the IT community.
December 27, 2022 -
Due to the passage of the PACT Act in August 2022 — a law that expands health care and benefits for veterans — the Department of Veterans Affairs is expecting a 50% to 100% increase in claims year-over-year.
December 23, 2022 -
CX is important. So is security. This is a dicussion, about both, with two federal heavyweights from two very important agencies.
December 22, 2022 -
On the anniversary of President Joe Biden’s executive order detailing how agencies need to improve their customer experience, the Department of Homeland Security says it’s removing administrative barriers, increasing equity, building trust and strengthening security.
December 13, 2022 -
The Homeland Security Advisory Council's latest report suggest better staffing models, improved technology and other actions could improve CX at several DHS components.
December 09, 2022