Tag Archive for: Customer Experience (CX)

Deputy Federal CIO Maria Roat on need for IT modernization during customer journeys

“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. ‘We have to understand our customers’ journey … and we have to make it...

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White House innovation adviser Matt Lira floats idea of CXOs at Federal agencies

“President Trump’s innovation adviser has discussed having agencies appoint customer experience officers (CXOs), much like chief information officers or chief data officers.” “Matt Lira, special assistant to the president for innovation policy and initiatives, said talks are ongoing, but this is the first time elevating CXOs within agencies has...

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Federal News Network: By placing the customer first, Labor showing how shared services could work

“All of the Labor Department’s human resources offices, which at one time numbered 13, are now consolidated into one central, enterprisewide office.” “The same is true for procurement and personnel security services.” “These three back-office areas are the first of several to come under a new enterprisewide consolidation initiative....

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DHS CBP OIT Exec Edward Mays on IT Modernization leading to better customer experience

“Federal IT leaders are modernizing their IT infrastructure with multi-cloud environments, ‘as-a-service’ approaches and other ways of iteratively updating systems to deliver more seamless and improved delivery for the customer experience…” “At Customs and Border Protection, multi- and hybrid-cloud environments as well as approaches in ‘as-a-service’ models, infrastructure as...

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IRS, USDA IT executives on improving customer experience

“Federal agencies have plenty of room to improve their collective customer experience, but some—even amid a pandemic—have met challenges with agility, innovation and improvements that lay groundwork for other agencies.” “Speaking Tuesday at the Customer Experience Summit, representatives from three key federal agencies—the IRS and Veterans Affairs and Agriculture...

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CFPB awards User Experience Designer Support Services task

Small business Forum One beat out two other bidders to win a 3-year, $2.4M task from the Consumer Financial Protection Bureau to provide user experience designer support services. This BPA was competed on the CFPB Web Development BPA. Awardee Name: FORUM ONE COMMUNICATIONS CORPORATION Contract Duration: 36 months Total...

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GAO: IRS Could Improve the Taxpayer Experience by Using Better Service Performance Measures

Why GAO Did This Study According to IRS, providing top-quality service is a critical part of its mission to help taxpayers understand and meet their tax responsibilities. Congress, the National Taxpayer Advocate, and the administration have recognized the importance of improving how taxpayers experience IRS services. Setting goals and...

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Federal News Network: USDA launches digital strategy playbook to streamline customer experience overhaul

“A governmentwide push to improve the quality and scope of public services, available on agency websites, has gained momentum during the coronavirus pandemic.” “The Agriculture Department, for example, the lead agency in the Trump administration’s overhaul of customer experience, has launched a digital strategy playbook that gives its subcomponents...

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New Federal Quality Service Management Offices to use customer-centric approach to shared services

“The Federal government has been designating more Quality Service Management Offices (QSMOs) across agencies to streamline its approach to shared services, and General Services Administration (GSA) Administrator Emily Murphy and Deputy Federal CIO Maria Roat are saying that both current and future QSMOs are taking a customer-centric approach to...

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