Eight trends that are redefining government at ‘warp speed’
Deloitte's William Eggers shares the eight seismic trends redefining governance in 2024 and beyond.
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customer experience (CX)
Rep. Ro Khanna calls for accountability of federal leaders on digital services modernization
Khanna told FedScoop in an exclusive interview that he would like to see key administration technology leaders testify on ongoing delays to improving government digital services and…
Biden administration’s digital experience policy is a ’10-year revenue roadmap’ for vendors, federal CIO says
"We are not going to buy artisanally crafted, bespoke websites anymore. We are going to only purchase what is in this guidance," Federal CIO Martorana said.
Enhancing CX for equitable access to government services
A new report highlights constituents' challenges when enrolling in government benefit programs and proposes solutions for improving customer experience (CX) —ensuring equitable access.
Senators introduce bipartisan bill to improve federal agencies’ customer service
The Improving Government Services Act pushes federal agencies to develop plans to implement private-sector customer experience best practices into public programs.
Federal customer experience improvements ‘are the love language of democracy,’ OMB official says
"I think things like websites written in plain languages and simpler forms are the love language of democracy," said Loren DeJonge Schulman.
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Why the federal government’s focus on CX has reached a fever pitch
Martha Dorris, founder and CEO of Dorris Consulting International
Housing agency eyes trauma-informed customer experience improvements
The effort reflects the Biden administration's government-wide push to improve customer experience.
Justice Department exploring generative AI to overhaul IT service desk
In an interview, CIO Melinda Rogers paints a portrait of how generative AI tools could make the DOJ IT service desk program less cumbersome and frustrating.
Human-centered design at USDA; Consumer-grade experiences at IRS
USDA Chief CX Officer Simchah Suvekye-Bogin; IRS Human Capital Officer David Aten.