Customer Experience
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Former Federal Tech Leaders Push for Government Delivery Reform
After leaving government in 2025, April Harding and Maureen Klovers launched We The Doers to elevate frontline expertise and strengthen modernization efforts across agencies.
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Modernizing Federal Contact Centers
Officials discuss how CX-driven strategies are modernizing contact centers and strengthening security and service delivery.
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DOGE Service Eyes Faster Procurement, AI to Modernize Government
Amy Gleason outlined a focus on agile procurement, legacy system modernization, AI adoption and improving citizen services.
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Federal Agencies Modernize Contact Centers to Improve CX
VA and SSA are pushing digital-first strategies to unify multichannel services and improve customer experience.
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OPM Extends Tech Force Deadline as Program Tests New Federal Hiring Model
High demand prompted OPM to extend Tech Force applications to Feb. 2 as the agency pilots centralized, skills-based hiring.
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2025 Marks the Year of Tech, Talent Reinvention at VA
VA set the stage to modernize its electronic health record, implement emerging technology like artificial intelligence and streamline its workforce throughout 2025.
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DHS 'Smart Wall' Drives Data-Driven Border Modernization
The system reflects years of modernization efforts using advanced analytics and real-time data to drive its mission.
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CROCS Turns OT Cyber Policy Into Action
Air Force tracks a 100-point OT cyber plan, convenes 100 experts monthly and pushes bases to rehearse operations through cyber disruptions.
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IHS is Positioning Cybersecurity as Patient Safety
IHS CISO Benjamin Koshy explains why cybersecurity is critical to patient safety and how the agency secures care delivery in remote areas.
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DLA CIO: Securing AI Pipelines Is Now a Core Mission
With small vendors comprising most of its supplier base, Roberts says stronger oversight and zero-trust controls are critical to counter cyber threats.
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How to Thrive in Cybersecurity Without Burning Out
Explore mental health in cybersecurity including imposter syndrome, burnout, boundaries and building a sustainable career in high-pressure tech environments.
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