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Podcast: CX Discussion: Designing for the Community at USA.gov

“CX Community of Interest leader Brian Whittaker hosts another interview with a customer experience difference-maker in the federal government. This week, Brian sits down with Leilani Martinez, Branch Chief of the Content and Outreach Division of the USAGov program, a part of the GSA’s Technology Transformation Services (TTS). They discuss the development of USA.gov and USA.gov en Español, designing services […] The post Podcast: CX Discussion: Designing for the Community at USA.gov appeared first on G2Xchange FedCiv.

Deloitte adds recent USPTO CX lead as Customer Strategy & Applied Design Manager

Looking to leverage this experienced public administrator’s perspective gained building the customer experience function within the $3B+ Patents unit within the US Patent and Trademark Office and prior experience within FEMA institutionalizing customer-focus and coordinating support across the full Federal Insurance and Mitigation Administration stakeholder ecosystem, Deloitte adds a new Customer Strategy & Applied Design Manager. The post Deloitte adds recent USPTO CX lead as Customer Strategy & Applied Design Manager appeared first on G2Xchange FedCiv.

GSA 18F taps Acting Chief of Practices

Julie Strothman, armed with over 18 years of experience in user research, design and digital strategy, has taken on a new challenge as Acting Chief of Practices with the General Services Administration’s 18F. Julie brings recent experience providing interim leadership for the 18F’s Experience Design chapter of change strategists, content strategists, product designers, and user experience designers, in support of […] The post GSA 18F taps Acting Chief of Practices appeared first on G2Xchange FedCiv.

RMA Associates recruits Clif Williams for Chief Client Experience Officer (CXO)

Clif Williams, an industry leader with experience serving the Federal healthcare market, including experience supporting CMS, has taken on a new challenge as Chief Client Experience Officer (CXO) at RMA Associates. In this new role, Clif is responsible for leading, assessing, and ensuring exceptional communication and quality for client/customer experiences. Prior roles include: Managing Director, […] The post RMA Associates recruits Clif Williams for Chief Client Experience Officer (CXO) appeared first on FedHealthIT, a service of MileMarker10.

Treasury IRS recruits Chief, User Experience and Design from industry

Brandon Szabo, a user experience expert with more than a decade of perspective gained managing, designing, and implementing a variety of projects, and expertise in the design and facilitation of collaboration and communication strategies, business requirement analysis, information architecture, web development and content migration efforts, has taken on a new challenge as Chief, User Experience and Design at Department of […] The post Treasury IRS recruits Chief, User Experience and Design from industry appeared first on G2Xchange FedCiv.

Treasury IRS recruits Chief, User Experience and Design from industry

Brandon Szabo, a user experience expert with more than a decade of perspective gained managing, designing, and implementing a variety of projects, and expertise in the design and facilitation of collaboration and communication strategies, business requirement analysis, information architecture, web development and content migration efforts, has taken on a new challenge as Chief, User Experience and Design at the Department […]

Chief Veterans Experience Officer discusses CX, HCD role in VA’s dramatic increase in trust...

“New data from the Veterans Experience Office at the Department of Veterans Affairs (VA) says 79% of veterans trust the agency. Trust of the VA from veterans is up 24% from 2016. John Boerstler, chief veterans experience officer at the VA, said the VSignals Survey, which the department has been issuing since 2016, shows a […] The post Chief Veterans Experience Officer discusses CX, HCD role in VA’s dramatic increase in trust scores appeared first on FedHealthIT, a service of MileMarker10.

Leveraging the TMF to improve customer experience for VA and others

“Government’s interaction with members of the public occurs throughout a person’s life. By focused attention on delivering a great experience for customers – a goal commonly referred to “CX”, short for customer experience – agencies will provide great value for the people they serve. CX thus becomes a strategic imperative in mission delivery, and a […] The post Leveraging the TMF to improve customer experience for VA and others appeared first on FedHealthIT, a service of MileMarker10.

Federal News Network: VA sees trust improve by 24% in five years, thanks to...

“Trust in the Department of Veterans Affairs among veterans is up 24% since 2016, when the agency, still reeling from a highly publicized wait time scandal, launched a concerted effort to measure their customers’ perceptions and experiences.” “On average, 79% of veterans said they trust VA, according to the latest report from the Veterans Experience […] The post Federal News Network: VA sees trust improve by 24% in five years, thanks to veterans experience effort appeared first on FedHealthIT, a service of MileMarker10.

GovernmentCIO: Agile, Data Are Boosting Customer Experience at CMS

“The Centers for Medicare and Medicaid is looking to develop an omni-channel customer experience through its eMedicare initiative, and it’s using Agile processes and developing a data strategy to get there.” “CMS Web and Emerging Technologies Group Deputy Director Rachael Horvath spoke about the eMedicare journey the organization has been undergoing since 2018 during an […] The post GovernmentCIO: Agile, Data Are Boosting Customer Experience at CMS appeared first on FedHealthIT, a service of MileMarker10.

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