By Steve Caimi, Senior Principal, Product Marketing, U.S. Public Sector, Okta  As the digital revolution proceeds, public sector organizations know that delivering great digital experience is vital to building loyalty and convincing citizens that they can safely and seamlessly access government services online. Yet a new report shows that rising customer expectations are posing challenges […]

TMF

The Technology Modernization Fund (TMF) announced three investments today totaling over $71 million to help the Department of Justice (DoJ), General Services Administration (GSA), and Armed Forces Retirement Home (AFRH) address security vulnerabilities and deliver better customer experience (CX) to the American public. […]

CX Customer experience -min

Federal customer experience (CX) officials from the Department of Homeland Security (DHS) said this week that CX capabilities are finally starting to “take root” across the agency’s different components, which are keeping customers top of mind when designing government services. […]

CX Customer experience -min

The Department of Homeland Security (DHS) has announced the creation of a new customer experience (CX) office that will be led by Dana Chisnell, an internationally recognized expert in plain language, forms design, and user experience design. […]

DHS
Customer experience CX-min
President Biden
CX Customer experience -min

The Biden-Harris administration’s customer experience (CX) efforts may finally be paying off. After four years of measurements that show declining satisfaction, citizen satisfaction with Federal government services surged by 4.6 percent in 2022, according to the American Customer Satisfaction Index’s (ACSI) Federal Government Report 2022. […]

TMF

The Technology Modernization Fund (TMF) said today it will make $14.6 million of new funding awards to build and improve digital services at the U.S. Agency for International Development (USAID) and the U.S. Railroad Retirement Board (RRB). […]

CX Customer experience -min
PMA

The Office of Management and Budget (OMB) unveiled its latest President’s Management Agenda (PMA) quarterly updates today, outlining the Biden administration’s progress on its three PMA priorities focused on strengthening the Federal workforce, customer experience, and government business management. […]

CX Customer experience -min

By Willie Hicks, Federal Chief Technologist at Dynatrace Whether users are shopping on Amazon or another top company’s website, they expect certain website performance and features availability to ensure a positive customer experience (CX). Users expect to access product links and conduct transactions seamlessly and swiftly. They expect to navigate to comprehensive product specifications or […]

Ten months after President Biden released his executive order for government to improve customer experience, a new report from the Information Technology and Innovation Foundation (ITIF) argues that Federal agencies are “still doing a poor job of measuring satisfaction, and they are conspicuously lagging in offering digital services.” […]

The Department of Homeland Security’s (DHS) Customs and Border Protection (CBP) component is focusing its IT modernization efforts on improving cybersecurity and customer experience, the agency’s top tech official said this week. […]

digital transformation
CX Customer experience -min

By: Santiago Milian, Principal, Booz Allen; and Jenna Petersen, senior lead technologist, Booz Allen From housing assistance to community health to closing the digital divide, equity is on the agenda of multiple Federal agencies. But making Federal services more equitable demands a close look at how constituents experience them. Do services address the full breadth […]

The Office of Management (OMB) reported solid progress for the third quarter of Fiscal Year 2022 (ended June 30) on goals for advancing the customer experience imperatives in the Biden Harris administration’s President’s Management Agenda released in November 2021. […]

Customer experience CX-min
CX Customer experience -min
website
CX Customer experience -min

The Office of Management and Budget (OMB) is forging ahead with executing President Biden’s Federal customer experience improvement executive order issued last December by framing the planned service improvements around five distinct major life events where citizens may rely more heavily on the government for help. […]

Customer experience CX-min
CX Customer experience -min

With customer experience (CX) being not only a priority in President Biden’s Presidential Management Agenda vision but also the subject of its own executive order, Federal agency and industry officials said a focus on human-centered design and personnel is vital when using technology to make citizen services more consistent and accessible. […]

CX Customer experience -min

IT modernization can be helpful for agencies to optimize their workflows, but chief information officers (CIOs) at a number of Federal agencies are prioritizing the optimization of customer experience over some of the agencies’ more internal needs. […]

Almost two years ago, life fundamentally changed overnight. People of all backgrounds and communities found themselves needing government services to make it through challenging times, and the Federal government responded by authorizing initiatives like the Paycheck Protection Program (PPP) and economic impact payments. […]

funding

The Alliance for Digital Innovation (ADI), a technology trade group that aims to help shape government innovation, is asking the Biden administration to increase both funding to the Technology Modernization Fund (TMF) and collaboration with industry stakeholders to best execute the vision outlined in President Biden’s customer experience (CX) executive order (EO). […]

CX Customer experience -min
CX Customer experience -min

Federal CIO Clare Martorana urged government technology leaders this week to take a page from the “Undercover Boss” television program and discover first-hand the experiences and viewpoints of their customers in order to better understand where government needs to make improvements in how citizens best interact with government services. […]

CX Customer experience -min

Federal CIO Clare Martorana today previewed the goals of ongoing efforts and forthcoming direction from the Office of Management and Budget (OMB) on improving customer/citizen experience (CX) with the Federal government, and set the bar high for expectations for service improvements that will follow. […]

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