High Impact Service Providers

VA's Barbara Morton and Jory Heckman HISP interview

VA sees higher veteran trust scores as ‘north star’ for customer service improvements

Barbara Morton, VA’s deputy chief experience officer, says the department’s designation as a HISP by the Office of Management and Budget “has been…

Veterans Affairs

OMB setting a higher standard for customer experience in government

IT Modernization

(AP Photo/Lynne Sladky)

FILE - In this Nov. 20, 2020, file photo a U.S. Department of Homeland Security plaque is displayed a podium as international passengers arrive at Miami international Airport where they are screened by U.S. Customs and Border Protection in Miami. The damned-if-you-pay-damned-if-you-don’t dilemma on ransomware payments has left U.S. officials fumbling about how to respond. While the Biden administration “strongly discourages” paying, it recognizes that failing to pay would be suicidal for some victims. (AP Photo/Lynne Sladky, File)

DHS organizing new directorate to lead CX efforts

Management

A TSA worker checks an identification card, Friday, Jan. 25, 2019, at Seattle-Tacoma International Airport in Seattle. Yielding to mounting pressure and growing disruption, President Donald Trump and congressional leaders on Friday reached a short-term deal to reopen the government for three weeks while negotiations continue over the president's demands for money to build his long-promised wall at the U.S.-Mexico border. (AP Photo/Ted S. Warren)

From airports to immigration to emergency relief, DHS urged to improve ‘customer experience’

Management

Amelia Brust/Federal News Network

modernizing congress

After dipping toe in digital signature pool, Labor now ready to jump right in

IT Modernization

Amelia Brust/Federal News Network

OMB highlights federal workforce, customer experience targets met under PMA

Agency Oversight