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This ebook looks at how agencies are baking customer experience into their missions.
Most federal websites fail metrics related to load time and secure connections, according to a think tank assessment.
The lack of CIO involvement in major projects could allow them to slide off the rails, GAO says.
The legislation awaits a markup from the House Oversight and Government Reform Committee.
Bells and whistles are great, but they don't matter if they aren't helping customers, Veterans Affairs Department's Lynda Davis said.
A section of the bills calls for anonymizing data, but that could prevent some agencies from helping with their outreach missions.
Are agencies thinking about citizen engagement the right way?
Here's why digital and customer experience pros in government should care.
Federal agencies and programs like Healthcare.gov continue to rank toward the bottom of Forrester Research's Customer Experience Index.
Real-time feedback could help the Veterans Affairs Department direct respondents to task forces for suicide or homelessness.
Thinking of veterans as customers who could take their business elsewhere could fuel agency improvements, Veterans Affairs Secretary David Shulkin said.
Using AI, a caller can carry on a normal, plain-language conversation with a system that is able to understand the request and help respond to it.
During peak passport processing, the agency is doing more with fewer employees.
“If we can just make individual people’s everyday lives 20 percent better, that would be a huge contribution,” White House adviser Chris Liddell said.
The Office of Managment and Budget's recent memo to reduce reporting burdens also eliminated a customer experience-focused group.
Tips that work from agencies that have done it.
Singapore, Denmark and South Africa are among the countries leading the way in digitizing post offices.
It’s part of the social media giant’s efforts to connected people to government representatives.
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