User Experience

Home User Experience

How Customer Experience Leaders Are ‘Hardwiring’ CX at VA and Across Government

“As the previous President’s Management Agenda expires and the nation awaits a decision to determine the next presidential administration, the leaders of the current cross-agency priority goal on improving customer experience very much believe the momentum will continue.” “The customer experience CAP team—led by Veterans Affairs Department Chief Veterans Experience Officer Lynda Davis and Deputy […] The post How Customer Experience Leaders Are ‘Hardwiring’ CX at VA and Across Government appeared first on FedHealthIT.

Federal News Network: VA cooking up new guide of CX strategies training institute for...

“Customer experience is a tried and true business practice at the Department of Veterans Affairs, and the agency is preparing to soon share some of its recipes for success with other agencies.” “To summarize and capture some of the lessons it and other agencies have learned in recent years, VA will soon publish a customer […] The post Federal News Network: VA cooking up new guide of CX strategies training institute for its own employees appeared first on FedHealthIT.

Federal News Network: How VBA turned customer feedback into new legislation in two weeks

“The Department of Veterans Affairs has been collecting feedback from its customers for years, but those phone surveys and comments from veterans took on new meaning in the early days of the pandemic.” “The Veterans Benefits Administration heard from student veterans earlier this spring, who had expressed concerns about their basic housing allowances as colleges […] The post Federal News Network: How VBA turned customer feedback into new legislation in two weeks appeared first on FedHealthIT.

‘As-a-Service’ Models Key to Improving Customer Experience at VA, DHA

“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.” “For the Department of Veterans Affairs, IT service delivery is core to both external and internal customers, VA Infrastructure and Operations Executive Director Reginald […] The post ‘As-a-Service’ Models Key to Improving Customer Experience at VA, DHA appeared first on FedHealthIT.

CMS awards Burden Reduction Using Human Centered Design task to KPMG

Another day and yet another win for this global consultancy who maintains a dedicated focus on Healthcare transformation, program integrity, business transformation, and data analytics, as they beat out four other bidders to be awarded a new 3-year task to support the Centers for Medicare and Medicaid’s Office of Burden Reduction & Health Informatics and its patients over paperwork initiative.The post CMS awards Burden Reduction Using Human Centered Design task to KPMG appeared first on G2Xchange Health.

Cerner: Placing Veterans and Service members at the center of their care

“At Cerner Government Services (CGS) we are working with the Department of Veterans Affairs (VA), the Department of Defense (DoD), and the U.S. Coast Guard (USCG) to transform health care for Veterans, Service members and their beneficiaries. Over the next 10 years, VA will move from using its current electronic health record (EHR) system to […] The post Cerner: Placing Veterans and Service members at the center of their care appeared first on FedHealthIT.

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 departments—shared how they’ve improved service delivery over the past year. One […] The post IRS, USDA IT executives on improving customer experience appeared first on G2Xchange FedCiv.

3 Ways Agencies like VA Can Improve 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 departments—shared how they’ve improved service delivery […] The post 3 Ways Agencies like VA Can Improve Customer Experience appeared first on FedHealthIT.

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 Contract Value: $2,350,252.80 Funding Agency: CONSUMER FINANCIAL PROTECTION BUREAU Number of […] The post CFPB awards User Experience Designer Support Services task appeared first on G2Xchange FedCiv.

New Treasury Financial Management Guidance platform utilized agile methodology and Human-Center Design

“On the heels of a year-long strategic development effort that fused feedback from federal agency insiders with a human-centered design approach, the Bureau of the Fiscal Service on Thursday unveiled a new one-stop online shop for financial management guidance and information.” “The Treasury Financial eXperience site—deemed TFX—streamlines policies, requirements and sources related to federal financial management, consolidates a range of […] The post New Treasury Financial Management Guidance platform utilized agile methodology and Human-Center Design appeared first on G2Xchange FedCiv.

EDITOR PICKS