Policy
Report: 6 Keys for Successful Government Crisis Contact Centers
When natural disasters or emergencies arise, federal agencies must be able to respond effectively to public inquiry, and technology is key.
Ideas
Closing the Digital Divide in Government: 5 Strategies for Digital Transformation
Citizens are demanding a more connected government.
Digital Government
VA is Working to Add New Features to its Health and Benefits App
The VA’s mobile phone app, which surpassed one million downloads last year, is rolling out new prescription refill and travel reimbursement services for veterans in the coming months.
Ideas
2023: The Year of Modern Government
COMMENTARY | Governments will need to embrace a people-first approach in their modernization journeys.
Ideas
Changing Government Engagement in 2023
Four trends are showing improvements in the daily work of government employees.
Modernization
TMF Announces 2 New Customer Experience Investments
The investments total $14.6 million to improve digital services at two agencies.
Modernization
DHS Celebrates Digitization, Streamlining Efforts to Improve Customer Experience
The Homeland Security Department’s list of CX improvements comes in response to the one-year anniversary of President Biden’s December 2021 executive order focused on streamlining public-facing services.
Digital Government
Report: Governments Behind Private Sector in Customer, Employee Experience
Governments have improved their digital transformation efforts, but much work remains.
Modernization
White House, Agencies Still Sorting Out Who Will Pay for Cross-agency Service Delivery Work
OMB’s customer experience lead said Tuesday that more specifics for life experience projects will be made public in coming weeks.
Modernization
5 Tips from Practitioners to Improve Government Customer Experience
Good customer experience doesn’t happen by accident.
Podcasts
Critical Update: Leveraging Data to Achieve Mission
Data usability—including training and knowledge management—has proven “essential” to help the NSF achieve its mission goals.
Ideas
A Vision for Digital Transformation at VA
Solution-focused engineering and collaboration can address many of the key challenges VA is facing and facilitate practical solutions.
Digital Government
Two Democrats Have Spelled Out Exactly How They Want Agencies to Improve Services
A pair of House lawmakers wants agencies to allow Americans to spend less time on the phone and filling out paperwork when dealing with government.
Digital Government
Federal CIO charts path to streamlining government services
Current restrictions prevent agencies from easily sharing data to support public-facing online tools, but that could change.
Ideas
4 Steps to Create a Citizen-Centric Government with Trusted Data
Public expectations have put pressure on agencies to deliver experiences that are equal to or better than those offered by the private sector.
Modernization
Most Government Orgs Fail to Meet Digital Transformation Objectives, Report Finds
The report argued that governments should center digital efforts on workforce skills and enhancing citizens’ experiences.
Digital Government
More than half of people are frustrated by digital government services, survey finds
The report found that 46% of respondents would be more likely to use digital technology to access government services if the technology was easier to use.
Modernization
More Than Half of People are Frustrated by Digital Government Services, Survey Finds
The report found that 46% of respondents would be more likely to use digital technology to access government services if the technology was easier to use.
Modernization
Report: Empathetic Tech Can Improve the Government Contact Center Experience
A little empathy goes a long way.
Emerging Tech
National Archives Plans CX Research
The National Archives and Records Administration says that a new research agenda will help it understand what people who use the archives need, want and expect – and how the agency can meet those demands.
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