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GSA Blog: Listening, Learning, Acting: Customer Needs Are Front and Center in FY21

“In FY21, ITC [Information Technology Category] provided a model for how government employees can thrive in remote work environments. We conducted a great deal of government business despite supply chain and other pandemic-related challenges, recording over $32 Billion of business volume. We improved CX in buying and selling technology and saved our customers time and money, modernized their networks, and […] The post GSA Blog: Listening, Learning, Acting: Customer Needs Are Front and Center in FY21 appeared first on G2Xchange FedCiv.

Federal News Network: Lawmakers ask 5 agencies for update on meeting customer service legislation’s...

“Government Operations Subcommittee Chairman Gerry Connolly (D-Va.) and Ranking Member Jody Hice (R-Ga.) sent a letter to five agencies Wednesday, asking them what steps they’ve taken to implement the Creating Advanced Streamlined Electronic Services for Constituents (CASES) Act…” “The CASES Act builds on several pieces of legislation Congress passed in recent years meant to move more public-facing government services online, […] The post Federal News Network: Lawmakers ask 5 agencies for update on meeting customer service legislation’s goals appeared first on G2Xchange FedCiv.

VA Partners with Google Cloud to Improve Veteran Access to Benefits and Services

“Google Cloud today announced that the U.S. Department of Veterans Affairs (VA) is partnering with Google Cloud to help developers implement new tools and applications that will improve Veteran access to VA services and data.”  “Serving more than 19 million Veterans and their families, the VA is the largest healthcare provider in the United States […] The post VA Partners with Google Cloud to Improve Veteran Access to Benefits and Services appeared first on FedHealthIT, a service of MileMarker10.

Commentary: How to make Customer Service Executive Order really work

“On December 13, the Biden administration issued a sweeping executive order designed to drive new and better ways to improve the ‘customer,’ or citizen, experience with government agencies. According to the order, the focus of these efforts will be on ‘modernizing programs, reducing administrative burdens, and piloting new online tools and technologies that can provide a simple, seamless and secure […] The post Commentary: How to make Customer Service Executive Order really work appeared first on G2Xchange FedCiv.

FCW: Streamlining delivery at USDA

“When it comes to making access to food assistance programs easy for those needing help, Rebecca Piazza, onetime leader of 18F, says that not all improvements require ‘fancy technologies.’…” “The COVID-19 pandemic response included a pilot project that allowed participants in the Supplemental Nutrition Assistance Program (SNAP) to use online grocery shopping. SNAP is also allowing participants to conduct required […] The post FCW: Streamlining delivery at USDA appeared first on G2Xchange FedCiv.

Growth leader Chad Thyes launches customer experience-focused consultancy

Chad Thyes, a business leader with more than 19 years progressive responsibility in business transformation and experience executing, leading, and supporting mission critical programs has launched Adonde, a new consultancy that helps Federal agencies with customer experience transformation. Chad brings perspective gained from P&L responsibility of $110M annually, successful capture of over $4.5B in contract backlog at Federal agencies, and experience implementing […] The post Growth leader Chad Thyes launches customer experience-focused consultancy appeared first on G2Xchange FedCiv.

GovernmentCIO: CMS Sees Funding Boosts for CX in Open Enrollment Campaigns

“The Centers for Medicare & Medicaid Services, which oversees the health insurance marketplace, has been working on an extensive awareness campaign that both enhanced its public-facing HealthCare.gov and CuidadoDeSalud.gov portal websites and expanded its enrollment assistance programs….” “With the massive amount of data now available, brands have the opportunity to use predictive analytics to enhance […] The post GovernmentCIO: CMS Sees Funding Boosts for CX in Open Enrollment Campaigns appeared first on FedHealthIT, a service of MileMarker10.

White House made major customer experience moves in 2021

“Federal agencies continued making progress improving customer experience in 2021, achieving record high scores in Forrester’s annual U.S. Federal Customer Experience Index…” “In September, the Office of Management and Budget expanded the definition of customer experience and made numerous other additions to its Circular A-11 guidance outlining how agencies serve customers. The guidance introduced new terms into the government’s CX […] The post White House made major customer experience moves in 2021 appeared first on G2Xchange FedCiv.

Can White House deliver better ‘Customer Experience’ for Americans?

“The Biden Administration has announced a new ‘Customer Experience and Service Delivery’ initiative, promising some pretty specific and measurable actions, not just high-minded rhetoric.  For example, it includes 36 customer experience commitments across 17 federal agencies focused on ‘the moments that matter most in people’s lives’ such as retiring, travelling, and paying for college. It also focuses on reducing administrative […] The post Can White House deliver better ‘Customer Experience’ for Americans? appeared first on G2Xchange FedCiv.

How well is Federal customer experience working?

“President Joe Biden, in signing an executive order to raise the bar on federal customer experience, said last week that much of the work outlined in the EO ‘sounds like a simple thing,’ but would nonetheless be consequential. As it turns out, several presidents have found this matter to be consequential, but far from simple…” “The Biden executive order, for […] The post How well is Federal customer experience working? appeared first on G2Xchange FedCiv.

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