To align with the Biden-Harris administration’s President’s Management Agenda (PMA), the Department of Health and Human Services (HHS) has committed to leading the first-ever Agency Priority Goal (APG) dedicated solely to advancing customer experience (CX). […]

CX Customer experience -min

As Federal agencies are looking to improve customer experience (CX) across government, government officials at the Feb. 22 Digital Transformation Summit hosted by ACT-IAC and Carahsoft shared some of the ways they’re driving towards that goal, including through website modernization. […]

Customer experience CX-min

The House Oversight and Accountability Committee on Feb. 6 voted to approve the Government Service Delivery Improvement Act, which aims to improve customer experience and accountability across the Federal government in part by creating a new senior management position at the Office of Management and Budget (OMB) devoted to improving customer experience. […]

DoD

Department of Defense (DoD) Chief Information Officer (CIO) John Sherman has officially launched a Customer Experience Officer (CXO) Portfolio Management Office, a DoD spokesperson confirmed to MeriTalk today. […]

workforce federal workers industry-min

When generative AI first made waves with the launch of ChatGPT in late 2022, one major concern that arose within the Federal government and beyond was the idea that the tool would steal people’s jobs. Something akin to the opposite of that trend emerged today at a hearing of the Senate Homeland Security and Governmental Affairs Committee. […]

TSA

The Transportation Security Administration (TSA) plans to expand and modernize several of its customer experience (CX) technology initiatives in 2024.   […]

White House

In the first update to the guidance in a decade, the Office of Management and Budget (OMB) today issued marching orders to agencies that aim to “advance digital accessibility by maintaining an accessible Federal technology environment, promoting accessible digital experiences, and continuing the implementation of accessibility standards.” […]

messaging app, mobile phone

Four state and local government (SLG) agencies have partnered with the General Services Administration (GSA) to start sending customized text messages for application deadlines, interview reminders, fraud reduction, and other critical service updates to people who opt in as well as their own agency staff.   […]

Melvin Brown, Deputy CIO, OPM, Datadog Observe 2023

While technology advancements are reshaping the way IT teams work together and driving organizational change across the Federal government, a top tech leader at the Office of Personnel Management (OPM) said Tuesday that a major piece of modernization for better citizen experiences is rooted in training the agency workforce in tech adoption. […]

CX Customer experience -min

Federal customer experience (CX) officials from the Department of Homeland Security (DHS) said this week that CX capabilities are finally starting to “take root” across the agency’s different components, which are keeping customers top of mind when designing government services. […]

Customer experience CX-min

Federal CIO Clare Martorana exhorted government officials along with technology vendors to seize the present moment to make needed improvements in how citizens interact with government agencies and services during a Dec. 7 keynote speech at ACT-IAC’s CX Summit event in Arlington, Va. […]

Citizen satisfaction with U.S. Federal government services continues to improve, advancing 2.9 percent to a score of 68.2, and led by a sharp increase in satisfaction with Federal websites, according to the American Customer Satisfaction Index (ACSI) Federal Government Report 2023 released today. […]

Department of Homeland Security DHS

The head of the Department of Homeland Security’s (DHS) new customer experience (CX) office offered insights on Tuesday into the agency’s upcoming CX goals as DHS looks to improve experience across an estimated one billion “touch points” with the public every year.  […]

CX Customer experience -min

The Senate Homeland Security and Governmental Affairs Committee (HSGAC) approved the Improving Government Services Act today by a vote of 10-1, with only Ranking Member Rand Paul, R-Ky., voting against the measure. The bill now heads to the Senate for further consideration. […]

Customer experience CX-min

Sens. Gary Peters, D-Mich. – chairman of the Homeland Security and Governmental Affairs Committee – James Lankford, R-Okla., and John Cornyn, R-Texas., introduced bipartisan legislation to improve and streamline the customer service (CX) that Federal agencies provide in person, online, and over the phone.  […]

Cyber workforce people

Federal agencies have increasingly adopted a human-centered approach to IT modernization to improve customer experience across the Federal government, and a key contributor to those efforts are the fruits of public-private partnerships. […]

TMF

As the department that interacts more frequently on a daily basis with the American public than any other Federal agency, the Department of Homeland Security (DHS) recently announced that it has reduced the total amount of time the public spends accessing its services by 20 million hours annually. […]

Dell Tech World

During the second day of Dell Technologies World in Las Vegas, Nevada, two former top Federal officials urged the government and Congress to continue to move the ball forward on modernizing technology and keeping customers at the center of that process. […]

OPM CIO Guy Cavallo

The Office of Personnel Management (OPM) is driving forward on one of the Biden administration’s key technology agenda items – citizen service improvement – by reworking the agency’s main OPM.gov website so it makes more sense to the several different populations who rely on it the most. […]

A top Department of Veterans Affairs (VA) official said today that the agency’s investment in customer experience (CX) is paying off, with nearly 80 percent of VA users citing that they trust the Federal agency. […]

The General Services Administration’s (GSA) Technology Transformation Services (TTS) customer experience hub is exploring a text notification system to reach participants with critical program information like application deadlines and interview reminders. […]

CX Customer experience -min

The Biden-Harris administration’s customer experience (CX) efforts may finally be paying off. After four years of measurements that show declining satisfaction, citizen satisfaction with Federal government services surged by 4.6 percent in 2022, according to the American Customer Satisfaction Index’s (ACSI) Federal Government Report 2022. […]

DHS

A Department of Homeland Security (DHS) advisory board has urged the agency to leverage technology to improve customer experience (CX) – from updating security checkpoint tech at airports to publicly posting wait times for immigration applications. On Dec. 6, DHS’ Customer Experience and Service Delivery Subcommittee delivered a final report to Secretary Alejandro Mayorkas highlighting […]

OPM CIO Guy Cavallo

During the closing keynote speech at MeriTalk’s Dec. 8 “New & Next: The Government Tech Renaissance,” event in Washington, D.C., a top IT official at the Office of Personnel Management (OPM) said agencies need to take care of their employees first when it comes to implementing good customer experience (CX). […]

CX Customer experience -min
CX Customer experience -min

By Willie Hicks, Federal Chief Technologist at Dynatrace Whether users are shopping on Amazon or another top company’s website, they expect certain website performance and features availability to ensure a positive customer experience (CX). Users expect to access product links and conduct transactions seamlessly and swiftly. They expect to navigate to comprehensive product specifications or […]

google-gov-summit

With issues ranging from safeguarding national security, improving the constituent experience, and tackling climate change, government agencies from the Federal level down to local municipalities have their proverbial plates full of initiatives that will shape our country – and the world – for generations to come. Google’s new Public Sector division will explore the technology that will advance these issues at its upcoming Government Summit, taking place on November 15, 2022, at The Anthem in Washington, D.C. […]

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