“Passed in December, the 21st Century Integrated Digital Experience Act (IDEA) calls on agencies to make their CX experience much more inclusive and uniform. The Act also requires agencies to meet particular CX goals by certain deadlines.”
“So how are agencies doing?”
“In an engaging keynote … we heard from one agency leading the charge, the Veterans Affairs Department, who is working on transforming CX in government…”
“To do that, today, the VA is hardwiring CX as a core capability in the department to provide the best experiences in delivery of care, benefits and memorial services to veterans and family.”
“And their plan is working. According to Forrester’s US 2018 Customer Experience (CX) Index based on 47 experience drivers, VA is one of two federal agencies that has improved their customer experience in the past year.”
“So what are they doing?” Read the full article here.
Source: When Improving Citizen Experience Means Saving Lives – By Catherine Andrews, June 11, 2019. GovLoop.