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GSA awards User Experience Tools and Support contract

Small Business Forum One Communications has been awarded a 5-year, $4M contract by the General Services Administration for user experience tools and support. The contract was awarded as a Small Business set-aside action using the GSA MAS contract vehicle. Awardee Name: FORUM ONE COMMUNICATIONS CORPORATION Contract Duration: 60 months Total Contract Value: $4,180,001.83 Funding Agency: GSA OFFICE OF COMMUNICATIONS AND […] The post GSA awards User Experience Tools and Support contract appeared first on G2Xchange FedCiv.

GSA IT Exec on using automation to drive customer experience

“That was the top-line news from the Nov. 18 virtual event – Contact Center Success: Improving the Government Customer Experience – hosted by MeriTalk and ServiceNow where Federal and industry leaders discussed the importance of teams creating an omnichannel digital experience using automation and analytics to improve customer service. This important discussion comes as the Biden-Harris administration’s just-released ‘vision’ statement […] The post GSA IT Exec on using automation to drive customer experience appeared first on G2Xchange FedCiv.

Federal News Network: Public trust in government still lags, despite some agency improvements with...

“There are pockets of customer experience successes within individual agencies, the Partnership for Public Service and Accenture Federal Services said in a recent report detailing the challenges government faces in designing equitable services. The Education Department’s Office of Federal Student Aid redesigned the Free Application for Federal Student Aid. Students can now complete the application on their mobile phones, an […] The post Federal News Network: Public trust in government still lags, despite some agency improvements with customer transactions appeared first on G2Xchange FedCiv.

VA, CDC update Contact Centers to give citizens a better connection

“CDC had 23 programs running 40 separate contact centers answering questions taken from over 75 separate toll-free numbers, according to a report from the General Services Administration’s Contact Center of Excellence. As part of its consolidation effort, the agency integrated its knowledge management system with its Siebel CRM, resulting in what GSA describes as a […] The post VA, CDC update Contact Centers to give citizens a better connection appeared first on FedHealthIT, a service of MileMarker10.

Upcoming customer experience executive order underscores White House equity goals

“The Biden administration is working on an executive order focused on improving customer experience within government and building on its ongoing work to improve the equity of public-facing services…” “The draft executive order repeatedly tasks agencies with digitizing forms, as well as improving their websites and expanding the services they offer online. The EO also focuses on agencies delivering services […] The post Upcoming customer experience executive order underscores White House equity goals appeared first on G2Xchange FedCiv.

DHS USCIS taps Acting Director of User Experience

Amanda Damewood, a leader with a long history of designing and improving programs, processes and services who specializes in helping organizations establish design programs and develop their maturity, has taken on a new challenge as Acting Director of User Experience at the Department of Homeland Security’s US Citizenship and Immigration Services. Prior roles include: Federal Design Lead – USCIS Lead […] The post DHS USCIS taps Acting Director of User Experience appeared first on G2Xchange FedCiv.

FedScoop: Telework appears to have benefitted human-centered design, says VA experience leader

“The Department of Veterans Affairs’ approach to human-centered design so far appears to have benefitted from remote evidence gathering, according to a user design leader at the department.” “Speaking on Monday, Barbara Morton, VA deputy chief experience officer, said that although it will take at least another year to fully understand the impacts of teleworking […] The post FedScoop: Telework appears to have benefitted human-centered design, says VA experience leader appeared first on FedHealthIT, a service of MileMarker10.

Federal CIO: Improving user experience will require Apollo Program-like approach to innovation

“Speaking Monday at the ACT-IAC 2021 Imagine Nation conference in Hershey, Penn., the federal CIO [Clare Martorana] cited the Kennedy administration’s approach to the Apollo Program and noted that federal IT leaders would benefit from adopting a similar bias to action and ambitious approach to solving large technology problems. During the 11-year Apollo Program, NASA’s fast-fail approach to innovation resulted […] The post Federal CIO: Improving user experience will require Apollo Program-like approach to innovation appeared first on G2Xchange FedCiv.

CMS RFP: Consumer Research and Communications IDIQ

Updated November 8, 2021 Notice ID: 75FCMC22R0003 Related Notice: 220334 The purpose of this Indefinite Delivery, Indefinite Quantity contract (IDIQ) is to provide the Centers for Medicare & Medicaid Services (CMS) a mechanism to assist in a full range of activities associated with social marketing research, user experience (UX) testing, and other consumer research with […] The post CMS RFP: Consumer Research and Communications IDIQ appeared first on FedHealthIT, a service of MileMarker10.

NASA taps Chief, OCIO Customer Engagement Office

Armed with perspective gained through 30+ years of experience, including two decades supporting the National Aeronautics and Space Administration where she most recently helped NASA Goddard organizations use information technology to achieve business objectives as Chief of the Solutions Division, this leader takes on a new challenge. The post NASA taps Chief, OCIO Customer Engagement Office appeared first on G2Xchange FedCiv.

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