Poor customer service, impenetrable stacks of paperwork and legal red tape—all are common citizen complaints about interacting with government agencies, and all inhibit the public’s trust and compliance with government services and directives. In order to restore confidence and comfort, it’s more important than ever that the federal government institute processes and platforms to streamline the customer experience.
Tune in to the on-demand viewcast as, Nextgov sits down with leaders in the federal CX community to discuss strategies and use cases for creating positive citizen interactions in a climate where many public offices rank lower than private sector counterparts.
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Meeting the Digital Demand: A Survey of IT Management in the Federal Government
Technology – in particular, information technology – is at the heart of most government functions today. Government-wide directives such as the Office of Management and Budget’s efforts to standardize federal data and Federal CIO Suzette Kent’s push for large scale workforce retraining to accommodate artificial intelligence (AI) developments show that a major technological transition is rapidly approaching. How quickly have federal agencies seen technology adopted at the organizational and individual team levels? What separates successful efforts from ones less likely to make an impact? To answer these questions, Government Business Council (GBC) surveyed 694 federal government employees in May and June 2019.