Tag Archive for: Customer Experience (CX)

FedScoop: CIOs are working with CXOs more, but still largely in an advisory role

“Collaboration between chief information officers and customer experience officers is on the rise at some federal agencies, though CIOs still largely serve as advisers on CX projects. The Department of Education‘s Office of Federal Student Aid established what it calls the Next Generation Program Office with members of its...

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MeriTalk: GSA Announces Redesign of FedRAMP Website to Improve User Experience

“The General Services Administration (GSA) announced today that it has revamped the FedRAMP website to ‘further empower agencies to use innovative cloud technologies and to continue driving security and protection of Federal information.’” “’In the past year, FedRAMP experienced more growth than ever before with the surge in supporting...

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GSA taps rising leader to drive Enterprise Digital Experience

Mark Vogelgesang, a rising IT leader who has gained perspective supporting the General Services Administration through a series of progressively responsible innovation and application development roles, has taken on a new challenge supporting GSA’s Enterprise Digital Experience. Mark brings experience overseeing release management processes on multi-org Salesforce environment across...

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USDA CIO Gary Washington on IT Modernization leading to better customer experience

“IT modernization has been a growing focus in federal government for years, but President Donald Trump’s signing of the Information Technology Modernization Centers of Excellence Program Act last month put more momentum behind it. It codified the General Services Administration’s Centers of Excellence into law — an initiative which...

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Federal News Network: Will 2021 be the year of government customer experience?

“The incoming Biden administration should have no trouble connecting the need for better citizen experience and how to fund it. Administrations since that of George H. W. Bush have pursued better service. At this moment, the Trump administration states on Performance.gov: ‘Federal customers range from small businesses seeking loans,...

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Nextgov: The Federal CX Moves that Mattered in 2020

“Here’s a look at some of the most important developments in customer experience policies and implementations in 2020 that may contribute to future efforts in the new year—and incoming Biden administration…” “In its annual update to Circular A-11 Guidance, the Office of Management and Budget included significant changes to...

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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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