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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.

CMS RFQ: Human Centered Design

RFQ ID: RFQ1494360 “Through the contractor’s effort and collaboration with product teams, the organization expects to drive products and services that more effectively support the Medicaid and CHIP program and agency objectives, drive value and an improved user experience, and ultimately solve the needs of our user community with least burden to all.” Task 1: […] The post CMS RFQ: Human Centered Design appeared first on FedHealthIT, a service of MileMarker10.

Medallia recruits GSA CX Research and Strategy Lead as Senior CX Strategist

Lora Allen, a customer experience professional with 15+ years of leadership, innovation, and transformation in government, has taken on a new challenge as Senior CX Strategist at Medallia. In this new role, Lora is responsible for helping government agencies to develop and activate best-in-class customer experience programs and strategies, and improving the citizen experience across all channels through which they […] The post Medallia recruits GSA CX Research and Strategy Lead as Senior CX Strategist appeared first on G2Xchange FedCiv.

VA CX Expert Says Employee Experience Just as Important to Success

“Ensuring customers are happy is important, but Federal customer experience (CX) experts believe ensuring employees are happy is equally important. Federal experts say the same human-centered design framework can be applied to both CX and employee experience (EX) to give agencies a competitive advantage.” “The Department of Veterans Affairs (VA) has spent the last year […] The post VA CX Expert Says Employee Experience Just as Important to Success appeared first on FedHealthIT, a service of MileMarker10.

Video: VA CTO says the Agency is optimizing its services with human-centered design

“The Department of Veterans Affairs (VA) is applying human-centered design to its offerings. The agency says it saw a 25% increase in trust in the VA when it first implemented the approach. Lauren Alexanderson, Deputy Chief Technology Officer of Health at the VA Office of Information and Technology, said her team collects user feedback almost […] The post Video: VA CTO says the Agency is optimizing its services with human-centered design appeared first on FedHealthIT, a service of MileMarker10.

Treasury Bureau of the Fiscal Service Sources Sought: ARC COTS CX Management Platform

Notice ID SS-ARC-21-065 “The Department of the Treasury, Bureau of the Fiscal Service, on behalf of their Administrative Resource  Services (ARC) intends to compete the Customer Experience (CX) Program Services under their OneARC Strategic Support Services (OSSS) multiple award blanket purchase agreements with Contractors against their GSA MAS contracts, as well as, allow for the Information Technology product for a […] The post Treasury Bureau of the Fiscal Service Sources Sought: ARC COTS CX Management Platform appeared first on G2Xchange FedCiv.

Former VA CXO now consulting

After announcing a replacement earlier this year, this leader, experienced in customer-centric policy, practices and programs applying the best practices in data, tools, technology and engagement to deliver the best experience in care, benefits and services with multi-channel data collection, analysis, service recovery and program improvement, now offers that insight to mission-driven teams with innovative impact in Government, non-profits and corporations. The post Former VA CXO now consulting appeared first on G2Xchange Health, a service of MileMarker10.

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.

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