customer experience (CX)
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.
White House adviser floats idea of CXOs at agencies
CIOs largely oversee digital user experience currently, but that could change, says Matt Lira, if agencies had customer experience officers (CXOs).
SSA awards Verizon $44M unified communication platform contract
Verizon will converge three legacy systems to improve customer experience.
For Veterans Experience Office, sharing CX best practices is a ‘privilege and a duty’
The office is looking to create a customer experience "institute" to share what it has learned with employees at the VA and across government.
USPS teams with Google Cloud for call center relief
Increased delivery competition from new carrier services like Amazon has the postal agency reinventing itself, and customer experience is “one of the bigger pain points.”