Enhancing Federal Digital CX

Agencies are increasingly using digital tools and processes to improve the ways that people interact with the government. Leaders are bringing forward innovation, digital services and change management in the service of better – and more modern – customer service.
During this GovFocus panel, learn about:
- How VA and CMS are enhancing their customer experiences.
- Strategies to maneuver a multi-channel CX environment.
- Making plain language and user-centric design more than buzzwords.
- Incorporating personalized and segmented customer experiences.
- How government agencies are being affected by digital challenges.

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Chief Veterans Experience Officer, VA
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Mathias Rechtzigel Digital Service Expert, CMS
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Angy Peterson Vice President, Granicus Experience Group
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Doing More with Less is Muscle Memory for IRS, Former Deputy CIO Says
Darnita Trower discusses her experience, the legacy she’s left behind and how she pushed the IRS to modernize itself,
20m watch -
VA CIO Targets Modern IT and Smarter Workforce Alignment
Agency leaders told lawmakers they are focused on trimming legacy systems and restructuring its workforce to streamline operations.
3m read -
AI Foundations Driving Government Efficiency
Federal agencies are modernizing systems, managing risk and building trust to scale responsible AI and drive government efficiency.
43m watch -
The Next AI Wave Requires Stronger Cyber Defenses, Data Management
IT officials warn of new vulnerabilities posed by AI as agencies continue to leverage the tech to boost operational efficiency.
5m read -
Fed Efficiency Drive Includes Code-Sharing Law, Metahumans
By reusing existing code instead of rewriting it, agencies could dramatically cut costs under the soon-to-be-enacted SHARE IT Act.
5m read -
IRS Makes Direct File Code Public as Lawmakers Debate Program’s Fate
The agency sees the Direct File source code as beneficial to government digital services despite what happens with it in proposed budgets.
5m read -
Modernization Strategies to Enable Energy Innovation
Lawrence Berkeley National Lab and Maximus experts explore the modernization strategies driving digital transformation and operational resilience within the energy sector.
33m watch -
FEHRM CTO Targets Two-Year Cloud Migration for Federal EHR
Lance Scott touts new EHR tech advancements, including cloud migration, expanded data exchange and AI integration to improve care delivery.
4m read -
Software Factories Accelerate Federal Modernization Outcomes
IT leaders from Nutanix and SAIC explain how software factories streamline tech development, modernize legacy systems and accelerate adoption of emerging technologies like AI.
34m watch -
AI Revolutionizes Defense Decision-Making
AI enhances access to vital information for defense leaders, empowering faster, more informed decision-making on and off the battlefield.
29m watch -
Federal Agencies Tout Tech in President Trump’s First 100 Days
Defense modernization and health care restructuring landed among some of the key IT highlights within the president's first few months.
6m read -
Accelerating Federal Cyber Resiliency in IT Modernization
Federal agencies undergoing IT modernization need to prioritize cyber resilience. Red Hat chief architects discuss these priorities in the context of defense and national security.
15m watch