Customer Experience
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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.
3m read -
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.
5m read
Modernizing Federal Contact Centers
Officials discuss how CX-driven strategies are modernizing contact centers and strengthening security and service delivery.
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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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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.
5m read
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Federal Courts Use GIS to Improve Security, Visitor Experience
The Administrative Office of the Courts is using geospatial intelligence systems data to integrate security systems, enhance safety and improve the visitor experience.
13m listen -
AI Decision Support System Aims to Improve Battlefield Triage
APPRAISE helps combat medics identify hemorrhage risk earlier and make faster triage and evacuation decisions.
7m watch -
VA Deputy Secretary on Resuming EHR Rollout
VA resumed rollout of its EHRM program this weekend after a three-year pause, and Paul Lawrence discusses early feedback and lessons learned.
15m watch -
Former GSA, NASA Leader on Federal Acquisition Leadership
Former GSA and NASA executive Mary Davie shares advice for public servants considering a move to the private sector.
6m watch
