The federal government has made modernizing and streamlining customer service a cross-agency priority goal, and during the pandemic, meeting citizens’ needs to deliver critical services is perhaps more important than ever. Congressional mandates, OMB directives and presidential imperatives are compelling federal agencies to move the needle in customer experience, creating CX action plans comparable to the private sector in measurement, g...

In times of tumult, citizens and public servants alike find themselves turning to the government for guidance, leadership and services. But even during relative normalcy, daily government communications and operations require innovative thinking to provide public experiences to rival those in the private sector, not to mention the additional layer of creating agencies’ own frictionless internal experiences. In this digital event, hear fr...

Poor customer service, impenetrable stacks of paperwork and legal red tape—all are common citizen complaints about interacting with government agencies, and all inhibit the public’s trust and compliance with government services and directives. In order to restore confidence and comfort, it’s more important than ever that the federal government institute processes and platforms to streamline the customer experience.On Septembe...

The federal government has made major strides to improve customer experience over the last few years, from technology advancements that improve airport security to making the Improving Customer Experience with Federal Services a Cross-Agency Priority Goal. And with the passage of the 21st Century IDEA Act, now, it’s on agencies to comply and deliver on the promise of improved digital services before the year’s end. While the agenci...