Customer Experience
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Former Veterans Experience Chief Reflects on 3 Years at VA
John Boerstler led major customer experience programs that helped improve the agency's trust score and influence work across the government.
6m read -
VA Rolls Out Tele-emergency Care Program Nationwide
The Department of Veterans Affairs announced the roll out of its tele-emergency care program nationwide this week.
4m read -
Advanced Computing Holds Promise for Health Care, Ethical Hurdles Remain
Researchers and government officials are creating policies to improve customer experience nearly a year after President Biden’s executive order on digital experience.
3m read -
Health IT Leaders Tout Technology, Partnerships and Innovation
Officials noted the importance of collaboration between the public and private sector during a lightning round session at the Health IT Summit.
5m read -
The Security and UX Standards That Power Digital Identity Programs
Live from Identity Week, Ryan Galluzzo discusses the latest draft of NIST's Digital Identity Guidelines for the identity-proofing process.
18m listen -
The Digital Tool Measuring VA PACT Act Feedback, Trust
The customer experience tracker uses listening tools to give agency leadership a window into the veteran experience.
6m read -
Labor CIO Gundeep Ahluwalia Departs, Deputy Takes Acting Role
The former CIO led major digital transformation efforts around digitization, customer experience and data modernization.
2m read -
Agencies Grapple With Multi-Channel Comms for CX
IRS and Labor officials say that providing multiple communication channels come with backend integration work.
3m read -
Fulcrum Strategy Matches IT Needs Throughout DOD
Released in June, the Defense Department's IT strategy coalesces upper- and lower-level tech needs at the agency.
5m read -
GSA Hackathon Winners Produce AI Search Engine, Interface
Hackathon participants worked on how to use AI to improve customer experience and responsiveness on government websites.
3m read -
IRS CX Efforts Come With a New Acquisition Office
The agency is using Inflation Reduction Act funds to transform the taxpayer experience through digital tools and technology.
3m read -
IRS Hits New Milestone Amid Federal CX Priorities
Federal agencies discuss customer experience initiatives impacting tech developments around taxes, health care and immigration.
2m read
