Embracing culture change and appointing a senior leader to develop and manage a organizational roadmap are among the ways agencies can improve their customer experiences, according to a new report from the Partnership for Public Service and Accenture Federal Services.
The White House said President Trump intends to nominate Michael Wooten, the senior advisor for acquisitions at the Department of Education’s Federal Student Aid office, to lead the Office of Federal Procurement Policy.
If it were a bank, the Federal Student Aid Program would be among the biggest. With citizen experience a priority for federal agencies now, the Department of Education has made interacting with student loans a mobile experience. Chris Greene, chief customer experience officer for Federal Student Aid, shared more details on Federal Drive with Tom Temin.
With citizen experience a priority for federal agencies now, the Department of Education has made interacting with student loans a mobile experience.
The Education Department’s Federal Student Aid Office is launching a mobile app for the Free Application for Federal Student Aid (FAFSA) to help the agency gain a better view into applicants’ pain points with the form.
The Trump administration’s push to reorganize government and reshape the federal workforce is prompting agencies to think about the work they do and the skills their current employees will need to accomplish it.
Despite their unique missions, agencies face the same challenges when it comes to balancing risks, resources, and resilient bad actors.
Keith Wilson, the chief information officer of Federal Student Aid in the Education Department, said the FSA-ID portal is getting a facelift one year after it launched.
Jerry Williams, the CIO of FSA, said he’s reorganizing his office to establish customer service representatives to help the mission areas use IT more successfully. April 10, 2014
While government IT resources are shrinking, a dire need for improvements with customer interaction will be key to agencies survival.