The COVID-19 pandemic has made all levels of government radically change how they operate. From shifting their workforce to telework to delivering government services digitally, Federal, state, and local governments have had to pivot the way they work, while still delivering on their mission. […]

HUD Urban Development

The General Services Administration (GSA) and the Department of Housing and Urban Development (HUD) awarded two contracts on June 15 to move forward with implementation of their cloud adoption and customer experience Centers of Excellence (CoE).






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CX Customer experience -min
General Services Administration GSA

The General Services Administration (GSA) issued a human-centered design Evaluation and Buying Guide today to help Federal agencies seek out tech that improves the customer experience.






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The Government Accountability Office found in a Feb. 6 report that the Federal Emergency Management Agency (FEMA) and the Federal Communications Commission (FCC) need to work together to modernize the United States’ emergency alert capabilities.






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Veterans Affairs VA Vets

The Department of Veterans Affairs (VA) is often spotlighted for its veteran-facing modernization efforts aimed at better service delivery, but as Undersecretary for Veterans Benefits Paul Lawrence explained, the agency is also making numerous internal changes to speed its transformation.






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Treasury Department contact centers are spending 80,000 hours each year on calls that should not have required human interaction, according to Management and Program Analyst Jennifer Hill, but now the agency is using employee and citizen feedback to find emerging tech that can fix that.






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healthcare cyber-min
Customer experience CX-min

The first High Impact Service Provider (HISP) Action Plans on customer experience (CX) have been released by Performance.gov to highlight public-facing services in accordance with 2018 Office of Management and Budget (OMB) Circular A-11 Section 280 guidance and the President’s Management Agenda.






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CX Customer experience -min

The General Services Administration (GSA) released a version of its customer experience survey for high-impact Federal programs to use, as mandated by Office of Management and Budget (OMB) Circular A-11, on the Federal Register today.






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A new report from the Pew Research Center found that 56 percent of Americans “trust law enforcement agencies to use [facial recognition] technologies responsibly.” In addition to trusting law enforcement with facial recognition, 59 percent of the 4,272 U.S. adults surveyed said that they believe it is “acceptable for law enforcement to use facial recognition tools to assess security threats in public spaces.”






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Customer experience CX-min

The Senate on July 25 approved the Federal Agency Customer Experience Act (S. 1275), which would charge Federal agencies with gathering customer feedback about agency services, and to make some of that feedback data public.






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The Department of Homeland Security’s Cybersecurity and Infrastructure Security Agency (CISA),the  Multi-State Information Sharing and Analysis Center (MS-ISAC), the National Governors Association (NGA), and the National Association of State Chief Information Officers (NASCIO) released new recommendations to help state, local, and tribal governments safeguard against ransomware, and urged governments to take “immediate action” to prevent attacks.






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Capital, House of Representatives, Congress, Senate

FITARA, FedRAMP, and 21st Century IDEA are all shaping Federal IT modernization efforts, explained Rich Beutel and Mike Hettinger at ServiceNow’s Knowledge 2019 Conference.






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NIST
Navy seal
National Geospatial-Intelligence Agency (NGA)
Cyber workforce people

The transition from military duty to civilian life can be difficult even in the best of circumstances. The ServiceNow Veterans Program aims to ease that passage and put veterans and their spouses in the driver’s seat of careers in the IT sector.






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