Tag: Customer Experience (CX)

FedScoop: Federal CIO says Digital Services Playbook and user research key...

Speaking at ACT-IAC’s Imagine Nation ELC on Monday, Clare Martorana said the Office of Management and Budget, General Services Administration and U.S. Digital Service...

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...

MeriTalk: VA Piloting Courses for its New Customer Experience Institute

The Department of Veterans Affairs (VA) is currently piloting customer experience (CX) courses within its agency for its new Customer Experience Institute (CXi), a...

GovCIO: VA Sees Returns from Yearslong Customer Experience Campaign

The Department of Veterans Affairs improved services delivery and increased veteran satisfaction through a years-long campaign of customer experience analysis that addressed agency services...

VA awards $6M Customer Service Survey Services contract

Press Ganey Associates has been awarded a 1-year, $6.5M Department of Veteran Affairs (VA) contract to provide Customer Service Survey Services. The contract was...

VA RFI: Veterans Experience Office Human Centered Design and Customer Experience

Notice ID: 36C10X22Q0157 "In order to better understand our customers’ experience, as well as that of our U.S. Department of Veterans Affairs (VA) employees in...

Press Release: CMS Unveils More User-Friendly Medicare Website

"Today, the Centers for Medicare & Medicaid Services (CMS) unveiled several updates to the Medicare.gov website that make it easier, for millions of people...

GovCIO Newscast: Listen: Integrating VA Services Through Login.gov

"The Department of Veterans Affairs maintains one of the most comprehensive benefits and healthcare services of any institution in the United States. Hear from...

GovCIO: VA Eyes CX, RPA in HR Modernization Plan

"The Department of Veterans Affairs is preparing for next steps in the modernization of its human capital management system, HR Smart, with a focus...

DevSecOps is Improving CX at VA

“’DevSecOps and digital transformation has fundamentally changed the way we do business,’ said Derrick Curtis, senior technical advisor for VA's Enterprise Portfolio Management Division...