Digital transformation has been a central premise of government at all levels tackling the job of ending reliance on legacy technology, upgrading systems and expanding services. Until recently, transformation efforts at the federal level focused on “lift-and-shift,” updating their digital systems or processes to make them better or more innovative, but they didn’t have the customer or end user or employee in mind while doing...

Back in 2021, the Biden Administration released an Executive Order providing a vision for improving user experiences with government. So, where does that leave agencies almost two years later? Where are they in their journeys? Join us online Thursday, Sept. 21 from 2-2:45 p.m. ET/11-11:45 a.m. PT to hear from government and industry leaders about the frameworks they use to improve user experience.

Government agencies are responsible for protecting public trust, delivering excellence in services, and, above all else, upholding the promise of government. Through a combination of the lessons learned from rapidly evolving hybrid work environments, exposed inequities in pandemic responses, and bolstered federal guidance in the Biden Administration’s Executive Order, the 21st Century Integrated Experience Act (IDEA), among others, agenc...

Come Join the Space Coast Chapter of AUSA on Armed Forces Day on 20 May 2023 at the Veteran Memorial Center Museum Library Plaza and Park. We will have a booth, come volunteer, or come and learn what your Chapter is doing. There will be music and displays. Come join the fun.

How do you measure a good experience? Or a bad one? The President’s executive order around improving government customer experience (CX) is more than a year old, which means agencies have spent the last 365 days reassessing their CX strategies and making updates. How do we know if these updates are working? Join us online Wednesday, May 17, at 2 p.m. ET/11 a.m. PT, to hear from government and industry leaders about which benchmarks to us...

The Performance Management Regional Roundtables (PMRR) Southwest Edition is an annual event that will bring together local government leaders from the Southwest region on March 30th, 2023 at Balboa Park Ballroom in San Diego, CA. This is a valuable opportunity to connect with other local government leaders and learn from their experiences in addressing challenges and innovating their leadership practices, management strategies, and operations...

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...