Ideas
How Agencies Can Fight COVID-19 Backlogs With Customer Experience
Customer experience doesn't stop because of coronavirus.
Artificial Intelligence
Study: Customers Increasingly Turn to Self-Support Amid Pandemic
Customers have increased their reliance on chatbots and self-support sessions since the coronavirus began.
Digital Government
VA, CFPB Solicit Partners to Conduct Diversity-Focused Training
Several solicitations have been launched for inclusivity-centered services in recent weeks.
Podcasts
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.
Modernization
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.
Ideas
‘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.
Ideas
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.
Digital Government
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.
Modernization
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.
Ideas
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.
Emerging Tech
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.
Digital Government
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.
Ideas
Learning from New Jersey: Why Government Organizations Should Cut Ties with COBOL
COBOL is an aging programming language and its workforce is no different.
Modernization
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.
Ideas
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.
Ideas
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.
Digital Government
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.
Modernization
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.
Modernization
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.
Artificial Intelligence