customer experience
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The Biden administration is working on an executive order focused on improving customer experience within government and building on its ongoing work to improve the equity of public-facing services.
November 15, 2021 -
In today's Federal Newscast, the State Department says it can now get passports out to customers in a matter of weeks.
November 03, 2021 -
Nico Papafil, director of the General Services Administration’s 10x program, said the program will fund more such ideas than ever before in fiscal 2022.
October 22, 2021 -
Matt Miller, the acting commissioner for the Bureau of Fiscal Service in the Department of Treasury, said he hopes the four legacy shared services providers are early adopters of the new financial management standards.
September 17, 2021 -
Federal agencies are simultaneously assessing the state of diversity, equity, inclusion and accessibility inside their own workforces and in the external services they provide to the public. The Biden administration says that's by design.
September 15, 2021 -
This episode covers the Customer Experience imperative in government as well as another Technology Leadership Spotlight.
August 30, 2021 -
Robin Carnahan, the administrator of the General Services Administration, said in her first interview since being confirmed by the Senate that she wants GSA to be a place for great customer service and have an empowered workforce.
August 16, 2021 -
Siloed teams, inefficient legacy systems, massive amounts of data and unique customer needs await any agency embarking on the journey.
August 11, 2021 -
2020 was the first time in history the U.S. Census included an option to respond online. Wanting to find ways to encourage engagement, the U.S. Census Bureau created a public-facing map of responses by neighborhood…
August 05, 2021 -
The Postal Service Office of Inspector General has taken a step to make the public aware of what's really going on with mail delivery. For more about the project, IG Tammy Whitcomb joined Federal Drive with Tom Temin.
July 28, 2021 -
Teams working on digital initiatives must go beyond design thinking workshops to probe deeper into the role of culture and how it affects the way people engage with a civic experience.
July 19, 2021 -
In this exclusive executive briefing, executives explore the factors that are important to improving customer experience.
July 19, 2021 -
National Taxpayer Advocate has some simple, straightforward steps for the IRS to get past its persistent service troubles.
July 06, 2021 -
Citizens moving about their daily lives are also generating lots of data. Governments at all levels can use that data to improve the digital services they offer, especially when the data is gathered and analyzed locally.
July 02, 2021 -
Jon Brown of Liveops says a healthy combination of people, processes and technology can help organizations meet not just the citizen service needs of today and tomorrow.
June 23, 2021