FCW: Improving federal CX requires a shift toward automation

According to the 2020 GSA RPA Playbook, various federal agencies have already successfully deployed robotic process automation (RPA) technology, which uses software robots to automate digital tasks typically handled by humans. From automating payments to installing chatbots to answer citizen inquiries, opportunities to improve federal customer service and employee onboarding are numerous and practical, particularly when deploying automation combined with other emerging technologies, such as artificial intelligence (AI) and machine learning (ML). This makes RPA a beneficial tool for citizens and employees.

Here are four ways federal executives can use automation as a catalyst to improve federal customer service and employee onboarding:

  1. Upskill employees to deliver personalized customer service

Deploying RPA will put the federal workforce on the path to success where software robots work alongside employees, helping them to complete rote, repetitive administrative tasks. However, RPA will not replace the federal workforce. Implementing RPA frees employees’ time to allow them to work on strategic projects and dedicate more time toward building new skills. With advanced skills and increased availability enabled by RPA implementation, employees can better serve the public by resolving complex problems for citizens more efficiently while providing more personalized service… Read the full article here.

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