customer experience (CX)
Partnership for Public Service suggests review of federal tech laws, pay system overhaul
The recommendations are part of a roadmap to improve technology modernization in government.
Better government CX requires leadership plus IT modernization
How the U.S. Air Force’s example illustrates the art of the possible in improving customer experience in government.
Building a better citizen experience with contact center modernization strategies
How agencies are prioritizing constituent engagement with customer experience (CX) strategies that aim to modernize the communication channels.
Lawmakers request overdue 21st Century IDEA guidance for agencies
The Office of Management and Budget has 45 days to tell agencies how to accelerate use of electronic signatures, modernize their websites and digitize forms.
OMB restores data-driven goal setting requirements that Trump nixed
The performance improvement and service delivery framework was eliminated right before Trump left office despite agencies' unanimous support.
CIOs are working with CXOs more, but still largely in an advisory role
The Office of Federal Student Aid is working on upgrading IT and improving CX simultaneously, but CX teams remain relatively new.
