customer experience
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The Biden administration is setting a high bar for customer experience across government, but it’s the General Services Administration that’s laying the foundation for those improvements.
June 30, 2022 -
Patrick Newbold, assistant deputy commissioner and deputy chief information officer at SSA, said meeting with the Baltimore Ravens about how they use their data to drive decisions helped the agency improve its customer experience.
June 30, 2022 -
It's easier to imagine better CX than to make it happen. At least now it's their money.
June 24, 2022 -
Along with challenges logging in to TSP’s updated system, an exclusive Federal News Network survey shows many participants are frustrated with the new layout.
June 14, 2022 -
The Federal Retirement Thrift Investment Board adds customer service representatives to help participants who are frustrated with new account interface.
June 09, 2022 -
Getting information from a federal website or agency without difficulty is still not a reality for many Americans. USDA wants IT folks who can "speak" non-IT language.
May 18, 2022 -
Agencies embracing DevSecOps tout its potential to enhance communication, customer experience and IT security at every stage of a product’s lifecycle.
April 11, 2022 -
In today's Federal Newscast, a federal judge in Texas has blocked the Navy from enforcing its COVID vaccine mandate against nearly 4,000 sailors who’d filed religious exemptions.
March 31, 2022 -
Few services to the public can be as troublesome as agency contact centers, just ask the IRS.
March 03, 2022 -
Harrison Smith, co-director of the IRS Enterprise Digitalization and Case Management Office, said the agency must help industry partners understand what they want to accomplish.
March 02, 2022 -
The goal of CX is to garner customer feedback and emotions, not to develop more barriers and cumbersome protocols. The last thing organizations want to do is have their progress stalled by bureaucracy.
March 02, 2022 -
For citizens, interacting with the government, particularly online, can be frustrating. Those interactions can also be challenging for the agency professionals who rely on IT to do their jobs of serving the public.
February 21, 2022 -
As last Sunday's Super Bowl recedes into old news, I think there's a lesson for federal employees who work far below the political level.
February 18, 2022 -
But agencies, amid a surge in public demand to use government services digitally, as well as a rise in improper payments from COVID-19 stimulus programs, face growing pressure to make customer services easier to access, but also more secure.
February 14, 2022 -
If agencies only measure diversity, equity, inclusion and accessibility through hiring numbers they risk overlooking other, equally important gaps in their systems and policies.
February 07, 2022