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Docusign HISP Interview

High-Impact Service Providers leading a digital-first CX transformation across government

OMB’s digital-first guidance instructs agencies to design products and services with user experience in mind.

Federal Insights Read more

Digital planning, equitable access key for agency alignment with the President’s Management Agenda

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A strategy for better CX: ‘Make it work, make it simple, make it memorable’

Technology Read more

The yearlong pandemic situation has pressure-tested the governmental custom experience

The government has learned a lot about its strengths and weaknesses during COVID. Forrester Research Vice President Rick Parrish joined Federal Drive with…

Management Read more
LinkedinMike Kapetanovic, Growthlab

Why technology alone can’t solve the government’s customer experience problem

Forward-thinking agencies have realized that the expectations Americans have as consumers also frame their interactions with the government, and the President’s…

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Amelia Brust/Federal News Network

VA shares recipes for success with new customer experience ‘cookbook’ for agencies

Veterans Affairs

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.

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