Customer Experience

HHS Websites Will Get Customer Experience Scores in 2021

As part of the updated digital strategy, Health and Human Services Department program offices will be getting graded on a “CX scale.”

6 Lessons From 2020 Federal Leaders Should Apply in the Months to Come

As the embers of the dumpster fire that was 2020 burn away, important lessons provide light for the way forward in 2021.

The Federal CX Moves that Mattered in 2020

Experts expect momentum in improving service delivery and customer experience to continue under the coming Biden administration.

IG: Last Major CBP System Outage Caused By Code Defect Known for 2 Years

The customs agency could have avoided an August 2019 system outage—and hours of delays for travelers—with better patch management and employee training on backup procedures.

Veterans Affairs Publishes Employee Experience Journey Map

Agency officials believe positive employee experiences translate to improved service delivery to its veterans.

The Pandemic May Be the Catalyst for the Digital Government We All Want

As citizens clamor for more online government services, they’re equally and rightfully clear on the need for strong security.

5 Rules to Keep Breaking Barriers in Government

The pandemic disrupted how agencies conducted business but federal leaders can harness that momentum. 

GSA Relaunches Federal Service Desk With New Look and Added Security

The help desk for all General Services Administration procurement systems got a makeover and a security lockdown.

Government Striving for New Ways of Working

Ensuring necessary and equitable access to services will likely mean a hybrid approach of both digital and physical access for citizens.

Experts to Biden: Don’t Slow Government Customer Experience Momentum

Government management experts offered advice to the incoming presidential administration regarding how to continue customer experience progress.

Bill to Codify GSA’s Centers of Excellence Awaits President’s Signature

The legislation would ensure the General Services Administration’s IT modernization initiative continues to the next administration.

Customer Experience CAP Leaders Leave ‘CX Cookbook’ for Agencies

The cookbook is meant to serve as a resource for CX practitioners across government.

COVID-19 Froze Digital Transformation Initiatives. Here’s How to Overcome That.

It’s essential to focus on citizen experience innovations that will deliver the most impact without breaking the bank.

Library of Congress’ Copyright Office Taps Centers of Excellence to Improve Contact Centers

The Library became the 10th agency to contract with the General Services Administration’s in-house IT modernization consultancy.

Federal Agencies Improve Customer Experience Scores But Still Lag Behind Private Sector

The coronavirus pandemic had little impact on agencies' scores, according to Forrester’s 2020 U.S. Federal Customer Experience Index.

What’s Next in IT Modernization

Pandemic or not, federal agencies continued efforts to update their legacy systems and adopt modern ways of buying, developing and implementing technology.