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EPA awards Customer Experience, Communications, and Customer Adoption/Change Management Programs task

Grant Thornton beat out 5 other bidders to win a 2-year, $3.6M task from the Environmental Protection Agency. The award is to provide the EPA Office of Customer Advocacy, Policy and Portfolio Management with Program/Project Management Strategic and Implementation Support for OCAPPM’s Customer Experience, Communications, and Customer Adoption/Change Management Programs. The task was awarded using the EPA Information Technology Solutions […] The post EPA awards Customer Experience, Communications, and Customer Adoption/Change Management Programs task appeared first on G2Xchange FedCiv.

Nextgov: Veterans Affairs’ Focus on Experience Sees Increase in Veteran Trust

“In the thick of the coronavirus pandemic in April, the Veterans Affairs Department measured its highest level of trust among veterans who received VA health care services—reaching 90.1%—since the agency began soliciting real-time feedback in 2017.” “The data, unveiled April 30, indicates a 5% increase in veteran trust in VA outpatient services over the last […] The post Nextgov: Veterans Affairs’ Focus on Experience Sees Increase in Veteran Trust appeared first on FedHealthIT.

IRS awards $14M Agent Contact Center Customer Service Representative Support contract

MAXIMUS beat out four other bidders to win a 6-month, $14M contract from the Internal Revenue Service for Agent Contact Center Customer Service Representative support services. This contract was competed on the GSA IT-70 vehicle and funded by the IRS Office of Wage and Investment Stewardship. Awardee Name: MAXIMUS FEDERAL SERVICES, INC. Contract Duration: 6 months Total Contract Value: $14,102,590.94 […] The post IRS awards $14M Agent Contact Center Customer Service Representative Support contract appeared first on G2Xchange FedCiv.

Nextgov: GSA Suggests Using ‘Secret Shoppers’ to Evaluate Call Centers

“When the General Services Administration launched its Centers of Excellence in 2017, the program included revamping agency contact centers as a major customer experience push. To ensure the program is meeting that goal, the Contact Center CoE recently began conducting undercover assessments.” “Last week, the CoE outlined its mystery shopper program and offered advice for other agencies interested in doing […] The post Nextgov: GSA Suggests Using ‘Secret Shoppers’ to Evaluate Call Centers appeared first on G2Xchange FedCiv.

CDC OCIO seeking Program Services Branch Chief in Customer Engagement Office (CEO)

“This position serves as the Program Services Branch Chief in the Customer Engagement Office (CEO) ensuring maintaining exceptional customer experience between OCIO products and services and the breadth of CDC programmatic and scientific technology needs.” Responsibilities: Focus on improving the end-to-end experience of OCIO customers and fostering a customer-first mentality by serving as the day-to-day […] The post CDC OCIO seeking Program Services Branch Chief in Customer Engagement Office (CEO) appeared first on FedHealthIT.

Press Release: Veteran trust in VA health care rises above 90 percent for the...

“The U.S. Department of Veterans Affairs (VA) today released survey results showing Veteran trust in VA health care outpatient services has increased more than 5% since 2017, reaching 90.1% as of April 12.” “VA received surveys from 4,030,438 Veterans since June 2017 to the present via the Veterans Signals customer feedback program which asks Veterans […] The post Press Release: Veteran trust in VA health care rises above 90 percent for the first time appeared first on FedHealthIT.

Nextgov: GSA Develops Human-Centered Design Buying Guide for Agencies

“The General Services Administration wants the federal government to get into a customer-first mindset, and to help the agency released a customer experience roadmap document explain to federal agencies how to do it.” “The Evaluation and Buying Guide provides federal agencies an overview of customer experience, tips for framing customer experience efforts, principles for evaluating industry partners, acquisition help and […] The post Nextgov: GSA Develops Human-Centered Design Buying Guide for Agencies appeared first on G2Xchange FedCiv.

Patient Engagement HIT: VA Offers Mobile Patient Portal, Data Access on All Smartphones

“The Department of Veterans Affairs (VA) is going fully mobile by offering patient data access via smartphone for both iPhone and Android users.” “The VA had previously offered patient data access using Apple Health Records, a partnership made official in February 2019.” “This latest move will also allow Android users to download similar patient data […] The post Patient Engagement HIT: VA Offers Mobile Patient Portal, Data Access on All Smartphones appeared first on FedHealthIT.

DHS USCIS to expand Sapient Government Services’ Transformation User Experience Design (TUXD) contract

Solicitation:  HSSCCG-17-J-00077 Award Number: HSHQDC-14-D-E2036 “Currently, Sapient Government Services, Inc. provides Transformation User Experience Design (TUXD) support under task order number HSSCCG-17-J-00077. All vendors were given a fair opportunity to be considered for the original task order award via EAGLE II FC1 Unrestricted.” “TUXD has had an increase in the need for user experience support due to the increase in […] The post DHS USCIS to expand Sapient Government Services’ Transformation User Experience Design (TUXD) contract appeared first on G2Xchange FedCiv.

GSA: A Guide to Building Customer Experience Capacity

“This month, the General Services Administration’s (GSA) Office of Customer Experience (OCE), in association with the Customer Experience Cross-Agency Priority (CAP) Goal team, released the Customer Experience Services Evaluation and Buying Guide. This resource is intended to answer questions and provide guidance to agencies looking to build their Customer Experience (CX) capacity through Human-centered Design (HCD).” “The Federal Government is […] The post GSA: A Guide to Building Customer Experience Capacity appeared first on G2Xchange FedCiv.

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