Customer Experience

GSA’s Centers of Excellence Program Would be Codified in Senate Bill

The bill follows a bipartisan counterpart in the House.

  • By Frank Konkel

How Agencies Can Fight COVID-19 Backlogs With Customer Experience

Customer experience doesn't stop because of coronavirus.

  • By Jim Messina

Study: Customers Increasingly Turn to Self-Support Amid Pandemic

Customers have increased their reliance on chatbots and self-support sessions since the coronavirus began.

  • By Frank Konkel

VA, CFPB Solicit Partners to Conduct Diversity-Focused Training

Several solicitations have been launched for inclusivity-centered services in recent weeks.

  • By Brandi Vincent

Critical Update: COVID-19 Challenges Test Veterans Affairs' Customer Experience Office

The Veteran Experience Office has been instrumental in ensuring veterans’ voices are heard and acknowledged, even amid a global pandemic.

  • By Frank Konkel

HUD Officially Moves to Next Phase of Centers of Excellence Program

After 20 months of analysis under Phase I, Housing and Urban Development announced the first two awards to begin improving the agency’s cloud adoption and customer experience.

  • By Aaron Boyd

‘Gov Clouds’ During COVID-19: The End of the Digital Fortress Era 

Simply put, many U.S. government agencies are running on less reliable, less feature-rich, fortressed versions of commercial clouds.

  • By Jeanette Manfra

Chatbots: The New Government Official in the Fight Against Coronavirus

Even though there’s a deluge of questions from thousands of people, many of these questions are the same.

  • By Carlos Meléndez

Social Security Administration Seeks to Solicit More Feedback from Customers

The agency is following White House guidance to improve customer service delivery, beginning with getting more input from actual customers.

  • By Frank Konkel

Lawmaker Wants Hard Details on Agencies’ Plans to Upgrade Legacy IT

Sen. Maggie Hassan gave 10 agencies until August 3 to answer six questions about their modernization plans—or lack thereof.

  • By Aaron Boyd

COVID-19 Has Exposed the Need to Invest in Digital Infrastructure

Even before the increased demand caused by COVID-19, much of our digital infrastructure was so poorly designed as to be hostile to users.

  • By Greg Gershman and Paul Smith

TSA Wants Passenger Self-Screening that Looks Like Grocery Store Self-Checkout

The agency, in partnership with the Science and Technology Directorate, is planning a solicitation to streamline airport security without compromising safety.

  • By Aaron Boyd

Veterans Affairs' Focus on Experience Sees Increase in Veteran Trust

Trust among veterans has increased 5% in VA health care services since the department began measuring real-time feedback in 2017.

  • By Frank Konkel

Learning from New Jersey: Why Government Organizations Should Cut Ties with COBOL

COBOL is an aging programming language and its workforce is no different.

  • By Cameron Jenkins

Featured eBooks

The Role of Chief Data Officers
The Government's As-a-Service Future
Government Innovation in a Global Pandemic

GSA Suggests Using ‘Secret Shoppers’ to Evaluate Call Centers

The contact center within GSA’s Centers of Excellence offered a template for using mystery shoppers to measure performance.

  • By Aaron Boyd

Improving Customer Experience in the Wake of COVID-19

During a crisis when it is most important to provide an experience that gives customers confidence in their government. 

  • By Scott Straub

3 Ways Technology Meets Empathy to Solve Overwhelmed Agency Phone Lines

Conversational technology can be an excellent way to deflect repetitive questions to AI that can act like a live FAQ around constantly changing information.

  • By Andy Martin

SBA Awards $5.5M Contract to Improve Response to Disasters

As the Small Business Administration responds to the COVID-19 pandemic, it’s also implementing what it learned during its response to the 2017 hurricane season.

  • By Aaron Boyd

Labor Wants Feedback on Checklist for Modernizing State Unemployment Systems

The federal agency seeks input on the mandatory guidance it released to help states prevent service disruptions as they update their technology. 

  • By Aaron Boyd

Accenture Federal Wins $96M Task Order to Modernize and Automate VA Services

Through human-centered design, federal employees and other users will weigh in on what works, along the way.

  • By Brandi Vincent

NGA Knows Its Challenges, Now It Needs the Tech to Address Them

The world is changing—from commercially available GEOINT to COVID-19—so the National Geospatial-Intelligence Agency released a list of tech challenges the agency needs help to overcome.

  • By Aaron Boyd