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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IRS Developing New Digital Services, Community Partnerships
The agency is expanding its digital services and community partnerships to streamline the taxpayer experience.
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GAO, VA are Leveraging Data to Improve Customer Experience
Data leaders from GAO and VA discuss how they’re collecting user feedback to improve CX.
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VA Sees Returns from Yearslong Customer Experience Campaign
Focus on addressing prior lapses in services and care access have led to increasing veteran satisfaction.
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How Data Helps DOD, USPTO Target Customer Needs
AI capabilities and data are providing DOD and USPTO with a clearer vision of what the customer needs in order to provide the best solutions.
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DISA Delivers Dynamic User Experience Through Warfighter-Centric Portfolio
DISA’s HaCC empowers the warfighter by delivering problem-solving capabilities via user-centered design.
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Census Bureau Developed Survey Explorer Tool with UX Design
The bureau's new reference tool transformed users' information access.
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IRS Draws on UX Principles to Redesign Tax Withholding Estimator
The agency is broadly redesigning its public-facing applications to be more efficient and user-friendly.
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Memorializing Veterans with 'Veterans Legacy Memorial'
Digital service leaders discuss the progress in a program that aims to have an online remembrance platform for every veteran interred in national cemeteries.
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IRS, USPTO Talk Digitalization Processes within IT Modernization
IRS Enterprise Digitalization and Case Management Office Co-Director Justin Abold-LaBreche and USPTO CIO Jamie Holcombe discuss how they are embracing innovative technologies.
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VA, Air Force Leaders Join Federal CIO Office
Drew Myklegard and Eileen Vidrine join OMB OFCIO to support cybersecurity, data and IT modernization priorities.
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Technology Modernization Fund Leaders Address Fund’s Progress, Future
Rep. Gerry Connolly and CIO Clare Martorana discuss recent changes to TMF and future priorities for the program.
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CMS Sees Funding Boosts for CX in Open Enrollment Campaigns
The agency made several enhancements to its websites and communication strategies to help consumers access marketplace coverage.
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