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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Customer Experience Tech Improvements Highlight Biden Executive Order
Agencies are integrating human-centered design principles to improve customer-facing digital platforms and align with new executive order.
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Air Force Hones in on User Experience in Modernization
Regular user surveys and constant monitoring go a long way.
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Biden Agenda to Feature Workforce, Acquisition Priorities
The President’s Management Agenda identifies IT and data as foundational tools for mission delivery.
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Human-Centered Design's Key Role in Improved Government Services
Leaders at GSA, IRS and VA discuss new digital services that help customers navigate government services.
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Plugging in the User Needs For Improved Experiences
Agencies are working with their users to determine which technologies will improve the digital experience.
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VA Advances 3D Printing During Pandemic
The agency’s medical 3D-printing network is improving the patient experience.
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Telehealth, Cloud Shine in VA Mid-Year Tech Report
The agency has continued to refine the modernization efforts used to support a remote workforce and the overall COVID-19 response.
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Agencies Leverage Data to Ramp Up Health Care Enrollment, Digital Services
Federal tech leaders emphasize the importance of data to develop digital health services.
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Agencies Focusing on Access, Equity in Service Delivery
Diversity, equity, inclusion and access are cornerstones for federal agencies as they deploy new tools and services.
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New Tool Helps CMS Customers Tie Business Value to Cloud
The agency's cloud migration strategy is aligning business values and customers' needs.
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Digital Services Improve CMS Call Center Operations
The agency is embracing a new customer experience strategy amid increased customer communications.
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VA Streamlines Product Approach to Improve Innovation
Moving from traditional silos to streamlined operations has boosted agility and scale, and now the agency is eyeing more future-focused development.
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