CX
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Federal Call Centers Embrace AI
Federal leaders are using AI and other technologies to manage growing call volumes, prioritize requests and improve the caller experience.
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SSA Cuts Wait Times, Claims Backlog Through Tech Modernization
SSA officials said technology investments reduced disability backlogs, shortened wait times and expanded digital services.
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Advanced Computing Holds Promise for Health Care, Ethical Hurdles Remain
Researchers and government officials are creating policies to improve customer experience nearly a year after President Biden’s executive order on digital experience.
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GSA Hackathon Winners Produce AI Search Engine, Interface
Hackathon participants worked on how to use AI to improve customer experience and responsiveness on government websites.
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IRS CX Efforts Come With a New Acquisition Office
The agency is using Inflation Reduction Act funds to transform the taxpayer experience through digital tools and technology.
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Federal Tech Leads Reflect on What Makes Great CX
Following mandates to improve the customer experience, officials are embracing new workforce development approaches.
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CDC's New Website Keys in on User Experience
As a part of CDC’s “Moving Forward” project, the agency unveiled a new website. The user experience drove the heart of the project.
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