Forrester

Dr. Chase Cunningham, principal analyst at Forrester, joins host John Gilroy on this week’s Federal Tech Talk to discuss cybersecurity and why federal agencies should set up virtual platforms to test Zero Trust concepts.

In today’s Federal Newscast, according to new numbers from market research company Forrester, the federal government as a whole was ranked lower than airlines, car rental services, and health care providers.

The President’s Management Agenda has called for an overhaul of customer service technology on the part of federal agencies.

Of all the customer service channels in need of improvement, agencies across the board may find the biggest challenge in making their websites more user-friendly. 

Compared to the private sector, the federal government, as a whole, ranks down toward the bottom of a new customer service scorecard.

Following the release of the President’s Management Agenda, the Trump administration is relaunching the Federal Customer Service Awards program the Obama administration began in 2015.

Federal agencies are using artificial intelligence to do everything from cataloging milk prices to monitoring immigration status. Department leaders say the technology helps cut costs and improve accuracy, but machines are also impacting the human workforce.

The General Services Administration launched the Connect.gov portal in November and awarded two vendors contracts to provide secure electronic credentials. VA and USDA are among the first agencies to put applications on the cloud credential exchange. USPS is developing the technology infrastructure to allow this shared service to happen.

The President’s Management Agenda includes a big customer service component. Deputy Director for Management at OMB, Beth Cobert, details how she expects your agency to improve its customer service experience. Rick Parrish, senior analyst serving Customer Experience Professionals at Forrester, tells In Depth with Francis Rose what to expect in the year ahead.

David Johnson, a senior analyst at Forrester, has been looking at what managers need to do to integrate Apples into their agency’s network.