Lee Becker

IT modernization

What the rollout of the PACT Act teaches us about the link between the employee and customer experience

The Sergeant First Class Heath Robinson Honoring our Promise to Address Comprehensive Toxics (PACT) Act is one of the most important pieces of legislation…

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Getty Images/iStockphoto/Tero Vesalainencustomer experience

Biden seeks a higher standard for federal customer experience. How well is it already working?

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AP/Charles DharapakVA

VA regulatory change driving a ‘sustained organizational commitment’ to customer service

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