Customer Experience
How the Biden Administration Can Restore Trust in Government
Governments can use technology to meet people where they are, serve people better in their real lives, and make successes visible to demonstrate the value of effective governing.
2020 Retrospective: Nowhere Left to Hide for Digital 'Have-Nots'
The events of this year brought the realities of digital transformation into sharp relief: Public sector agencies are divided into “haves” and “have-nots”—and the “have-nots” cannot put off digital transformation any longer.
IT Panel Makes Recommendations for Social Security’s Tech Modernization
The recommendations come as the Social Security Administration embarks on a years-long IT modernization.
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.
Report Calls on Biden Administration to Create Federal Chief Customer Officer
The official would lead customer experience efforts across government.
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.
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