Customer Experience
Government is leveraging technology to improve public services and customer experience by enhancing accessibility, efficiency and user satisfaction. By integrating digital solutions like AI-driven chatbots, self-service portals and data analytics, agencies can streamline interactions, reduce wait times and deliver more personalized and transparent services to citizens via human-centered design.
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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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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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VA Focuses on High-Impact Use Cases in AI Strategy Update
The VA updated its AI strategy to focus on high-impact use cases, automation and key areas where innovation could be highlighted.
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America by Design Initiative Sets ‘North Star’ for Federal UX
The new Chief Design Officer and National Design Studio will help agencies create digital services that mirror private sector standards.
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CIOs Say Agencies Must Fix Processes First, Then Layer in Emerging Tech
Federal leaders said digital transformation requires balancing emerging tech and innovation with mission-critical needs and processes.
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VA to Roll Out Ambient Listening Pilots at 10 Facilities by Year End
The agency's AI pilots test ambient listening tools while expanding use cases and strengthening governance for secure adoption.
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TSA Expands Digital ID Use, Eyes E-Gates for Automated Passenger Flow
TSA expands acceptance of mobile driver’s licenses, streamlining security checks and setting up future automated screening.
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HHS Data Plan Ushers in New Era of Collaborative Health Innovation
HHS CDO Kristen Honey drives a cultural shift toward transparency and real-time feedback to break down silos and empower frontline decision-making.
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