The Small Business Administration (SBA) is standing up a modernized system to help the agency manage its Small Business Investment Company (SBIC) program, according to a notice posted on September 9 in the Federal Register. […]

Customer experience CX-min
DOJ Department of Justice

Since the President’s Management Agenda was issued in March, Federal agencies have been working governmentwide to “provide a modern, streamlined, and responsive customer experience [CX] across government, comparable to leading private sector organizations.” According to an update released Wednesday on Performance.gov, agencies have made strong progress on the cross-agency priority (CAP) of improving CX with Federal services; however, the path forward has not been without bumps in the road.






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General Services Administration GSA

When it comes to customer experience in the Federal government, customers can be like your children: you love them and want to help them succeed, but you don’t get to pick them, and you have to work toward their high expectations. That was the message from Anahita Reilly, chief customer officer at the General Services Administration (GSA), during a speech today at Deloitte’s Creating a Future Forward event.






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Customer Experience CX

For agencies looking to score a touchdown with their customer experience, the General Services Administration (GSA) released its Customer Experience Playbook today, offering “a synthesis of ideas gathered from interviewing several subject matter experts and leaders in CX and Human Centered Design in government.”






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Customer Experience CX

Rep. Ro Khanna, D-Calif., said he is eyeing the post-midterm election “lame duck” period for further movement through Congress of his 21st Century Integrated Digital Experience Act (IDEA) bill that would empower Federal agency CTOs and CIOs to modernize and improve their websites and citizen services.






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