“The push for improved customer experience (CX) in government received a needed boost with the passage of the 21st Century Integrated Digital Experience Act (IDEA) last December…”
“CIOs are tasked with coordinating and ensuring alignment of internal and external CX programs and working with the chief financial officer, program managers and other leaders to ensure proper funding to support the implementation of 21st Century IDEA.”
“Although the law specifically identifies CIOs as the point people for coordinating CX efforts, agency leaders don’t see CX as a responsibility that falls squarely on technology leaders. Speaking at the Adobe Digital Government Symposium 2019, government leaders from the Veterans Affairs and Agriculture departments shared their thoughts on the law and implementation at their agencies…” Read the full article here.
Source: Government Leaders Say CX Must Be Bigger Than the CIO – By Nicole Blake Johnson, May 10, 2019. GovLoop.