As the continuing coronavirus pandemic puts a spotlight on the need for mission continuity, Federal agencies need to understand their customers’ journeys and smooth the path for them, Deputy Federal CIO Maria Roat said today. […]

Customer experience CX-min

Satisfaction with Federal government agencies is at an all-time high, but the average customer experience (CX) rating across government still sits below the private sector, and digital experiences are seen as a weak point, according to Forrester’s Federal Customer Experience Index for 2020. […]

CX Customer experience -min
CX Customer experience -min

A new report from the Partnership for Public Service and Accenture finds that while the Federal government has made progress over the past year in improving customer experience and addressing customer feedback, the Feds still have a ways to go in meeting customer needs. […]

CX Customer experience -min
Customer experience CX-min

The first High Impact Service Provider (HISP) Action Plans on customer experience (CX) have been released by Performance.gov to highlight public-facing services in accordance with 2018 Office of Management and Budget (OMB) Circular A-11 Section 280 guidance and the President’s Management Agenda. […]

CX Customer experience -min

The General Services Administration (GSA) released a version of its customer experience survey for high-impact Federal programs to use, as mandated by Office of Management and Budget (OMB) Circular A-11, on the Federal Register today. […]

White House

The Office of Management and Budget’s (OMB) Circular A-11 for the fiscal year 2021 budget cycle, released June 28, includes new guidance on customer experience (CX), Technology Business Management (TBM), and OMB’s new shared services policy. […]

General Services Administration GSA

In an effort to improve customer experience (CX) in government, the General Services Administration (GSA) will hold a nationwide, day-long hackathon to gather industry insight about GSA applications. […]

Telehealth
HUD Urban Development

The Department of Housing and Urban Development (HUD) and the General Services Administration’s Technology and Transformations Services unit (GSA TTS) issued six requests for information (RFI) today identifying key areas for phase two of the Centers of Excellence (CoE) program. […]

Since the President’s Management Agenda was issued in March, Federal agencies have been working governmentwide to “provide a modern, streamlined, and responsive customer experience [CX] across government, comparable to leading private sector organizations.” According to an update released Wednesday on Performance.gov, agencies have made strong progress on the cross-agency priority (CAP) of improving CX with Federal services; however, the path forward has not been without bumps in the road. […]

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