Modernization
IG: Last Major CBP System Outage Caused By Code Defect Known for 2 Years
The customs agency could have avoided an August 2019 system outage—and hours of delays for travelers—with better patch management and employee training on backup procedures.
Modernization
Veterans Affairs Publishes Employee Experience Journey Map
Agency officials believe positive employee experiences translate to improved service delivery to its veterans.
Ideas
The Pandemic May Be the Catalyst for the Digital Government We All Want
As citizens clamor for more online government services, they’re equally and rightfully clear on the need for strong security.
Ideas
5 Rules to Keep Breaking Barriers in Government
The pandemic disrupted how agencies conducted business but federal leaders can harness that momentum.
Modernization
GSA Relaunches Federal Service Desk With New Look and Added Security
The help desk for all General Services Administration procurement systems got a makeover and a security lockdown.
Policy
Report Calls on Biden Administration to Create Federal Chief Customer Officer
The official would lead customer experience efforts across government.
Ideas
Government Striving for New Ways of Working
Ensuring necessary and equitable access to services will likely mean a hybrid approach of both digital and physical access for citizens.
Digital Government
Experts to Biden: Don’t Slow Government Customer Experience Momentum
Government management experts offered advice to the incoming presidential administration regarding how to continue customer experience progress.
Artificial Intelligence
Bill to Codify GSA’s Centers of Excellence Awaits President’s Signature
The legislation would ensure the General Services Administration’s IT modernization initiative continues to the next administration.
Modernization
Customer Experience CAP Leaders Leave ‘CX Cookbook’ for Agencies
The cookbook is meant to serve as a resource for CX practitioners across government.
Ideas
COVID-19 Froze Digital Transformation Initiatives. Here’s How to Overcome That.
It’s essential to focus on citizen experience innovations that will deliver the most impact without breaking the bank.
Modernization
Library of Congress’ Copyright Office Taps Centers of Excellence to Improve Contact Centers
The Library became the 10th agency to contract with the General Services Administration’s in-house IT modernization consultancy.
Digital Government
Federal Agencies Improve Customer Experience Scores But Still Lag Behind Private Sector
The coronavirus pandemic had little impact on agencies' scores, according to Forrester’s 2020 U.S. Federal Customer Experience Index.
Modernization
What’s Next in IT Modernization
Pandemic or not, federal agencies continued efforts to update their legacy systems and adopt modern ways of buying, developing and implementing technology.
Digital Government
How Customer Experience Leaders Are ‘Hardwiring’ CX Across Government
Cross-pollination and communication among agencies are helping build the discipline of customer experience across government.
Digital Government
USAJOBS to Tell Applicants More About Their Competition, Help Identify Relevant Openings
The federal jobs posting site has undergone significant improvements in recent years.
Digital Government
3 Ways Agencies Can Improve Customer Experience
One of the most important things agencies can do is build trust.
Emerging Tech
GSA Wants a Feedback Machine to Help Agencies and the Public Navigate Policies
The Office of Governmentwide Policy wants to know the cost and capabilities of platforms that can help manage questions on acquisition, public buildings and government travel.
Modernization
Report: Agencies Must Adapt Services More Quickly to Meet Customer Demands
The government’s response to the COVID-19 pandemic suggests it should continue being agile in its approach to service delivery.
Ideas
Setting Data-Driven Goals to Improve Citizens' Digital Experiences
Agencies need to find the best way to measure progress.
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