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. […]

Federal chief technology officers (CTOs) are working hard on a number of big-picture policy fronts including improving cybersecurity, modernizing technology, adopting cloud computing, and improving the customer experience. […]