The Department of Veterans Affairs (VA) began its customer experience (CX) transformation journey about a decade ago, and a top agency official said on Wednesday that the VA has now reached a critical “acceleration point” in that process. […]

With customer experience (CX) being not only a priority in President Biden’s Presidential Management Agenda vision but also the subject of its own executive order, Federal agency and industry officials said a focus on human-centered design and personnel is vital when using technology to make citizen services more consistent and accessible. […]

The Office of Management and Budget announced the winners of the 2019 Gears of Government Awards, honoring individuals and teams across the Federal government for delivering outcomes and service to the American people. […]

With the redesign of the VA.gov website for the Department of Veterans Affairs, the agency has made progress in providing a better customer experience. Now, alongside partners at the U.S. Digital Service (USDS), the agency is looking toward other areas to improve across the department, said officials from VA and USDS today. […]

Federal customer experience professionals offered advice this week to agencies looking to improve their customer experience and highlighted resources that their agencies have utilized to improve customer service. […]