Forrester

  • The future of cybersecurity

    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.

  • Customers rank federal agencies lower than airlines and car rental services

    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.

  • Government websites lagging in customer service, scorecard shows

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

  • How agencies can ‘pull’ more users toward using their websites

    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. 

  • What agency has the most improved customer experience?

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

  • Trump plans to bring back Federal Customer Service Awards program

    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.

  • Meet your artificial officemate

    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.

  • Connect.gov is latest attempt to get buy-in to online ID management

    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.

  • Rick Parrish, Senior Analyst, Forrester

    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.

  • Managers take a bite of Apple for their agencies

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