Lee Becker

workforce, diversity

Workforce cohort outlines specific ‘blueprint’ for civil service reform

For civil service reform, agencies should use lessons learned from workforce pilots at other agencies, according to a recent report from Convergence.

Workforce

Amelia Brust/Federal News Network

customer experience

OMB seeks to ‘build trust’ in government services, speed up CX expert hiring across agencies

Management

Why agencies need to invest in improving life experiences and how to get started

Commentary

ODNI

Office of the Director of National Intelligence building, ODNI

OMB’s return-to-office memo offers ‘reset’ for federal employees and their customers

Workforce

IT modernization

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

Commentary

Getty Images/iStockphoto/Tero Vesalainen

customer experience

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

Management

Rob Cannon Photo/Rob Cannon

ACT-IAC Accelerating Government — Episode 5: CX and Tech Spotlight

Accelerating Government

Commerce, GSA looking for new chief data officers

Reporter's Notebook

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

Reporter's Notebook

Lee Becker, chief of staff at VA’s Veterans Experience Office

VA feeling hopeful in efforts to rebuild the trust of veterans

Federal Drive

Trump admin looks to overhaul Paperwork Reduction Act to ease customer service overhaul

Agency Oversight

Customer Satisfaction Reliability Quality Service Concept

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.

Management