Customer Experience
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Digital Services Improve CMS Call Center Operations
The agency is embracing a new customer experience strategy amid increased customer communications.
7m read -
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.
7m read -
Behind the New IRS Office Boosting the Digital Taxpayer Experience
Creating a more digitally driven agency requires close consideration of policy and technology to automate processes and decommission aging systems.
30m listen -
Human-Centered Design Drives Vet Experience
VA leads incorporate the veteran experience in all facets of digital development.
28m listen -
Federal Shared Service Initiatives Moving from Planning to Implementation
The federal shared service strategy will impact government in areas such as customer service and payroll.
7m read
