Ideas
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.
Digital Government
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.
Artificial Intelligence
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.
Modernization
Customer Experience CAP Leaders Leave ‘CX Cookbook’ for Agencies
The cookbook is meant to serve as a resource for CX practitioners across government.
Ideas
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.
Modernization
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.
Digital Government
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.
Modernization
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.
Digital Government
How Customer Experience Leaders Are ‘Hardwiring’ CX Across Government
Cross-pollination and communication among agencies are helping build the discipline of customer experience across government.
Digital Government
USAJOBS to Tell Applicants More About Their Competition, Help Identify Relevant Openings
The federal jobs posting site has undergone significant improvements in recent years.
Digital Government
3 Ways Agencies Can Improve Customer Experience
One of the most important things agencies can do is build trust.
Emerging Tech
GSA Wants a Feedback Machine to Help Agencies and the Public Navigate Policies
The Office of Governmentwide Policy wants to know the cost and capabilities of platforms that can help manage questions on acquisition, public buildings and government travel.
Modernization
Report: Agencies Must Adapt Services More Quickly to Meet Customer Demands
The government’s response to the COVID-19 pandemic suggests it should continue being agile in its approach to service delivery.
Ideas
Setting Data-Driven Goals to Improve Citizens' Digital Experiences
Agencies need to find the best way to measure progress.
Modernization
Treasury Rolls Out One-Stop Online Shop for Federal Financial Management Guidance
It’s all part of the Bureau of the Fiscal Service’s aim to reimagine how agency officials tap into relevant financial information.
Modernization
18F Says 6 Core Concepts Can Reduce Risk in Federal Tech Projects
The new De-risking Government Technology Field Guide looks to educate officials on how to merge modern software design with traditional government bureaucracy.
Digital Government
Report: Government Employee Experience is Hindering Government Performance
But public sector organizations can take some easy steps to improve employee experience.
Digital Government
Veterans’ Experiences With VA’s Health Care System Improve
The Veterans Affairs Department offered better experiences than community-based care except when it comes to access to care, according to a recent study.
Digital Government
110,000 Americans Died Waiting for Social Security Disability Benefits in Last Decade
Americans waited an average of more than two years for benefits decisions from the government during the past decade.
Modernization