Delivering excellent, equitable, and secure federal services for an outstanding customer experience is a priority that comes from the President’s Management Agenda. Achieving that goal can be helped by learning from a different mindset found mostly in the private sector – product management. Excellent experiences don’t just happen—they need to be designed in a deliberate manner. In a traditional software build, long per...

A few months back a GovLoop community member received this request while working with their city to update property records: “Can you fax me over a copy?” The answer was no. Who has a fax machine anymore, let alone one at home. All this is to say that oftentimes, the government lags behind on using technology to better engage with customers. Those outdated systems often create lower engagement and can erode constituent trust. Join...

We’ve all taken customer satisfaction surveys before, where you’re asked to gauge your experience on a scale from a happy face to a sad face. But those kinds of metrics are often limiting and don’t offer much insight into your customer experience (CX). As the government moves forward with the President’s Executive Order on Customer Experience, agencies are struggling with how to quantify and measure a good experience. J...

BUILD TRUST AND CUSTOMER AFFINITY WITH EMOTIONAL INTELLIGENCE Whether you’re new to business development, you’re in a capture or supporting role, or you’re a seasoned professional, this course is for you. You will learn how to differentiate yourself by creating meaningful connections with customers and stakeholders. Secure Your Seat If You Are: Concerned about being perceived as “that” salesperson, a beltway band...

The federal government is experiencing unprecedented transformation as agencies look to defend against complex cyberattacks, all while envisioning more innovative ways to deliver services to taxpayers using modern technologies. Hear from the influential leaders and bright minds at the heart of this digital transformation August 24 at FedTalks — the largest annual gathering of C-suite leaders in the government, tech and academic communit...

COVID-19 crystalized America’s innovation imperative. MerITocracy 2022: American Innovation Forum is an event produced by MeriTalk in partnership with Hill and White House leadership as well as industry visionaries. More than a talk shop, this program will underscore the requirement for tangible outcomes and practical operational plans. MerITocracy will focus on creative thinking around critical issues that sit at the nexus of policy and...

Register for our Qualtrics Canadian webinar series focused on citizen experience (CX) insights on public sector. This session will foucs on how governemnt can listen to citizens for better community experience. Attendees will also learn: Why the community engagement landscape is shifting, what you need to keep up, and how to get started How the City of Kitchener is using just-in-time feedback to improve the citizens' experience with City servi...

Data has been critical to managing the pandemic—from federal, state and city health departments to hospitals and universities maintaining dashboards on case counts and agencies across the country evaluating policy decisions. But data’s vital role in government at all levels and in education extends beyond tracking infections and case counts. Data drives improved decision making for agencies improving citizen services, managing tran...

Words like “bureaucracy” and “red tape” often come to mind when folks think about government, but the quality of customer service is changing – for the better. In December 2021, the White House issued its "Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government." In conjunction with the President's Management Agenda addressing customer experience, agencies ha...

Better customer experiences build trust in government programs When the White House issued its Executive Order on “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government” in December 2021, almost three dozen agencies across 17 departments were designated High Impact Service Providers (HISPs) – agencies which, because of their large customer bases or critical services (or both), have a sig...