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“The Federal government has been designating more Quality Service Management Offices (QSMOs) across agencies to streamline its approach to shared services, and General Services Administration (GSA) Administrator Emily Murphy and Deputy Federal CIO Maria Roat are saying that both current and future QSMOs are taking a customer-centric approach to their duties…” “Giving a look inside the QSMO designation process, Murphy […] The post New Federal Quality Service Management Offices to use customer-centric approach to shared services appeared first on G2Xchange FedCiv.
Kristin Ekanger, an IT customer support leader armed with more than two decades of private sector experience has been recruited by NASA as the Customer Engagement Branch Chief. Kristin brings expertise leading collaborative initiatives with cross-functional teams using a customer-centric approach to ensure satisfaction and success. Prior roles include: Director, IT Service Delivery – The Brookings Institution Director, IT and […] The post NASA recruits new Customer Engagement Branch Chief appeared first on G2Xchange FedCiv.
Update: VA extends Schedule for Customer Experience, DevOps, and Agile Releases (CEDAR) Multiple Award...
Posted September 14, 2020 Notice ID: 36C10B20R0013 “This notification is to all Offerors who submitted a response to this Request for Proposal. As the Government is still evaluating the case studies for Technical Factor 1 and dealing with end of the Government Fiscal Year workload, the schedule has been extended. Accordingly, the Government expects to […] The post VA releases final RFP for Customer Experience, DevOps, and Agile Releases (CEDAR) Multiple Award IDIQ appeared first on FedHealthIT.
Emily Mella, a rising leader at HHS with demonstrated success leading strategy development, communications, and implementation planning for cross-agency change initiatives, has taken on a new challenge as Chief Experience Officer at US Department of Health and Human Services (HHS). Emily brings recent experience developing a framework used to create a new model for management […] The post HHS taps a new Chief Experience Officer appeared first on FedHealthIT.
“When the call centers at the Department of Veterans Affairs experienced a surge at the beginning of the pandemic, the agency didn’t try to hire and train more people while the wait times for answers grew.” “Instead, VA took a page from the private sector and implemented a chatbot in a matter of weeks.” “Dr. […] The post Federal News Network: VA found a fast solution to its growing call center wait-time problem appeared first on FedHealthIT.
“A wide-scale study of more than 1 million veterans indicates veterans receiving care from the Department of Veterans Affairs’ internal health care system compares favorably with community-based care veterans receive outside the network.” “The study—Veterans’ Experiences with Outpatient Care: Comparing the Veterans Affairs System with Community-Based Care—assessed patient experiences for outpatient specialty, primary and mental […] The post Nextgov: Veterans’ Experiences with VA’s Health Care System Improve appeared first on FedHealthIT.
How does human-centered design work in government? Here, Presidential Innovation Fellow Nina Walia talks about what it takes to “hardwire” personalized customer experience (CX) across the federal government with our agency partner Barbara C. Morton, Deputy Chief of the Veterans Experience Office at U.S. Department of Veterans Affairs. Human-centered design (HCD) principles are a huge […] The post Event Recap: Technology Transformation Services (TTS) Impact Summit Series (Kickoff) with VA appeared first on FedHealthIT.
“The U.S. Department of Veterans Affairs (VA) announced today a new artificial intelligence platform designed to enhance customer service and provide timely responses to Veterans.” “The electronic Virtual Assistant (e-VA) allows Veterans to receive a timely response to basic questions, automated alerts, follow-up messages, appointment reminders and the ability to schedule and reschedule appointments.” “’For […] The post VA announces new Artificial Intelligence platform designed to enhance customer service appeared first on FedHealthIT.
Vishal Iyer, a rising industry leader with over a decade of experience in the government and private sectors, has taken on a new challenge as Director of Product Design at STSI, a services firm that is the hands-on doers in the digital transformation of government. Vishal brings recent experience managing the GSA login.gov agency integration team and leading the program […] The post STSI recruits GSA 18F User Experience and login.gov leader to drive Product Design appeared first on G2Xchange FedCiv.
“The U.S. Department of Veterans Affairs (VA) announced today the Board of Veterans’ Appeals (Board) has exceeded its annual goal of issuing 91,500 appeals decisions in fiscal year 2020.” “The Board reached this goal weeks ahead of schedule and is on track to issue more decisions…” “The Board was able to quickly pivot to a […] The post Press Release: VA’s Board of Veterans’ Appeals reaches appeal decisions goal early appeared first on FedHealthIT.