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Press Release: HighPoint Adds CX Leader to Accelerate Federal Contact Center Transformation Efforts

“HighPoint, a provider of IT and customer experience services for government agencies, welcomes Stacey Au, Customer Experience (CX) Program Manager, to drive CX transformation. Au will support the company’s clients with implementing omni-channel, emerging technologies such as AI, and industry best practices to improve contact center operations and drive transformation for better citizen services. Au […] The post Press Release: HighPoint Adds CX Leader to Accelerate Federal Contact Center Transformation Efforts appeared first on FedHealthIT, a service of MileMarker10.

MeriTalk: IRS Wants to Improve CX With Cloud-Based Surveys

“The Internal Revenue Service’s (IRS) Office of Online Services (OLS) is looking for a FedRAMP compliant Customer Feedback Management (CFM) cloud-based solution. OLS, which is tasked with bringing best practices from the public and private sectors to improve the taxpayer experience with the IRS, currently uses a survey tool on IRS.gov to measure taxpayer satisfaction and website performance, and to […] The post MeriTalk: IRS Wants to Improve CX With Cloud-Based Surveys appeared first on G2Xchange FedCiv.

VAntage Point: Virtual Veterans Experience Action Centers helps thousands

“Virtual Veterans Experience Action Centers, or V-VEACs, continue to improve outcomes for Veterans, family members, caregivers and survivors across the nation. The program was established to proactively assist Veterans in a selected state with a one-stop resource for all their needs.” “The V-VEAC brings together VA benefits, healthcare and other resources in partnership with state […] The post VAntage Point: Virtual Veterans Experience Action Centers helps thousands appeared first on FedHealthIT, a service of MileMarker10.

USDA OCIO Office of Customer Experience awards single-award Design Support Service BPA, first task...

8(a) small business HUBZone Essnova has been awarded a 4-year, $4.5M single-award BPA by the US Department of Agriculture to provide management support to the Office of Customer Experience for the application of CX practices across USDA. A first task has also been awarded related to this BPA with work to include project 1) Diversity Equity and Inclusion 2) Voice […] The post USDA OCIO Office of Customer Experience awards single-award Design Support Service BPA, first task order appeared first on G2Xchange FedCiv.

OMB restores Federal Agency CX guidance

“The Office of Management and Budget last week reinstated previous guidance directing federal agencies to develop goals and track progress regarding customer experience goals and the delivery of government services. The guidance—Part 6 of OMB Circular A-11—had been eliminated by the Trump administration in December and comes as federal agencies formulate budget proposals and undergo priority goal-setting for the year. […] The post OMB restores Federal Agency CX guidance appeared first on G2Xchange FedCiv.

GovernmentCIO: CMS Cloud Dashboards Get Revamp with Human-Centered Design

“CMS IT officials presented revamped tools they produced to help manage internal cloud solutions and adoption during Tuesday’s CMS Tech Topics event. The session looked at the agency’s new “Estimation at Completion,” or EAC 2.0 Project, which is helping the agency improve upon accuracy, timelines and clarity of cost estimates and associated budgets and contracting […] The post GovernmentCIO: CMS Cloud Dashboards Get Revamp with Human-Centered Design appeared first on FedHealthIT, a service of MileMarker10.

GovernmentCIO Newscast: Listen: Human-Centered Design Drives Veteran Experience Strategies

“An attorney by trade who saw opportunity to improve the lives of veterans nationwide, Veterans Experience Office’s Barbara Morton applies human touches to all aspects of a veteran’s journey with the Department of Veterans Affairs. Morton discusses the digital technologies and user-centered research her office applies toward the development and measurement of tools that support […] The post GovernmentCIO Newscast: Listen: Human-Centered Design Drives Veteran Experience Strategies appeared first on FedHealthIT, a service of MileMarker10.

GSA RFI: Customer Experience Management (CXM) Platform

Notice ID 03102021 “The purpose of this RFI is to gather information regarding vendors capabilities to provide an enterprise-wide Customer Experience Management (CXM) platform allowing individuals, and groups within different parts of the organization to securely collaborate. As part of this process, GSA is seeking information from vendors in order to determine which companies have to GSA.” “GSA currently uses […] The post GSA RFI: Customer Experience Management (CXM) Platform appeared first on G2Xchange FedCiv.

Nextgov: VA Launches New Platform to Send Veterans Personalized Notifications

“The Veterans Affairs Department recently deployed a modern, centralized mechanism for digitally delivering timely updates to those it serves: VANotify.” “Before it, snail mail was one of only two options the department’s various business lines had to send out certain notices. VA’s Office of Information and Technology shaped and launched the fresh open-source software-inspired platform, […] The post Nextgov: VA Launches New Platform to Send Veterans Personalized Notifications appeared first on FedHealthIT, a service of MileMarker10.

VA holding public virtual listening sessions to inform plan for investing in its aging...

“After almost a year of disconnection, desperation, loss, isolation, and numbness because of the COVID-19 pandemic, there is now more hope and positivity around us. We have new weapons in the war against the pandemic – three safe and proven vaccines that can significantly protect us from hospitalization and death caused by the coronavirus.” “This […] The post VA holding public virtual listening sessions to inform plan for investing in its aging infrastructure appeared first on FedHealthIT, a service of MileMarker10.

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