The Department of Defense (DoD) and its components are planning to add chief experience and customer experience officers to their leadership ranks – in line with trends at other Federal agencies that have been making pushes to boost their customer experience (CX) capabilities – a top customer experience official for the Pentagon said on Friday.   […]

Citizen satisfaction with U.S. Federal government services continued to improve in 2024, advancing 2.2 percent to a score of 69.7, and marking a seven-year high. […]

The Office of Management and Budget (OMB) released its final quarterly updates to the Biden-Harris administration’s President’s Management Agenda (PMA) last week, noting that the PMA teams will continue to work on achieving their final milestones through January 2025. […]

Top customer experience (CX) officials at the Department of Veterans Affairs (VA) and the Internal Revenue Service (IRS) detailed how their agencies are making major strides in the CX space – including the IRS testing new pilots for the upcoming tax season and the VA increasing trust to 80 percent. […]

The Department of Veterans Affairs (VA) announced last week that it is now offering tele-emergency care (tele-EC) nationwide. […]

As the nation’s largest law firm, the Department of Justice (DoJ) is looking to make its services more accessible, effective, and efficient through its newly launched “Access DOJ” customer experience (CX) hub. […]

The Office of Management and Budget (OMB) on July 31 released its most recent quarterly updates to the Biden-Harris administration’s President’s Management Agenda (PMA), noting that the strategies in each of the three priority areas range from 59 to 77 percent complete. […]

The Defense Information Systems Agency (DISA) has created a new chief experience officer (CXO) role to prioritize enhancements to customer experience across DISA. […]

The United States Agency for International Development (USAID) is gathering customer experience (CX) feedback through its recent expansion of WorkwithUSAID.gov, which is a free resource hub that helps organizations learn what USAID does and navigate how to partner with the agency. […]

The General Services Administration (GSA) is making strides in advancing the three pillars of the President’s Management Agenda (PMA), with Administrator Robin Carnahan saying this week that doubling down on efforts to recruit AI talent into the Federal government is “paying off.” […]

The House of Representatives passed the Government Service Delivery Improvement Act via voice vote Tuesday, which aims to improve customer experience and accountability across the Federal government. […]

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. […]

When it comes to improving customer experience (CX), leveraging website analytics is top of mind for Joe Carter, the director of CX at the Department of Housing and Urban Development (HUD). […]

The Pentagon’s administrative and management support agency has developed and will soon implement a customer experience (CX) management plan, an agency official said on Tuesday. […]

The General Services Administration’s (GSA) Federal Risk and Authorization Management Program (FedRAMP) released a new roadmap today outlining how the program will evolve in the next 18 months, focusing on key goals such as customer experience (CX) and cybersecurity leadership. […]

Aiming to generate good customer experience across Federal agencies is far from a new concept, but the implementation of analytical and artificial intelligence-based tools across the Federal government is allowing for a much-needed revamp of how the government delivers services. […]

To align with the Biden-Harris administration’s President’s Management Agenda (PMA), the Department of Health and Human Services (HHS) has committed to leading the first-ever Agency Priority Goal (APG) dedicated solely to advancing customer experience (CX). […]

As Federal agencies are looking to improve customer experience (CX) across government, government officials at the Feb. 22 Digital Transformation Summit hosted by ACT-IAC and Carahsoft shared some of the ways they’re driving towards that goal, including through website modernization. […]

The House Oversight and Accountability Committee on Feb. 6 voted to approve the Government Service Delivery Improvement Act, which aims to improve customer experience and accountability across the Federal government in part by creating a new senior management position at the Office of Management and Budget (OMB) devoted to improving customer experience. […]

Department of Defense (DoD) Chief Information Officer (CIO) John Sherman has officially launched a Customer Experience Officer (CXO) Portfolio Management Office, a DoD spokesperson confirmed to MeriTalk today. […]

When generative AI first made waves with the launch of ChatGPT in late 2022, one major concern that arose within the Federal government and beyond was the idea that the tool would steal people’s jobs. Something akin to the opposite of that trend emerged today at a hearing of the Senate Homeland Security and Governmental Affairs Committee. […]

The Transportation Security Administration (TSA) plans to expand and modernize several of its customer experience (CX) technology initiatives in 2024.   […]

In the first update to the guidance in a decade, the Office of Management and Budget (OMB) today issued marching orders to agencies that aim to “advance digital accessibility by maintaining an accessible Federal technology environment, promoting accessible digital experiences, and continuing the implementation of accessibility standards.” […]

Four state and local government (SLG) agencies have partnered with the General Services Administration (GSA) to start sending customized text messages for application deadlines, interview reminders, fraud reduction, and other critical service updates to people who opt in as well as their own agency staff.   […]

While technology advancements are reshaping the way IT teams work together and driving organizational change across the Federal government, a top tech leader at the Office of Personnel Management (OPM) said Tuesday that a major piece of modernization for better citizen experiences is rooted in training the agency workforce in tech adoption. […]

Federal customer experience (CX) officials from the Department of Homeland Security (DHS) said this week that CX capabilities are finally starting to “take root” across the agency’s different components, which are keeping customers top of mind when designing government services. […]

Federal CIO Clare Martorana exhorted government officials along with technology vendors to seize the present moment to make needed improvements in how citizens interact with government agencies and services during a Dec. 7 keynote speech at ACT-IAC’s CX Summit event in Arlington, Va. […]

Citizen satisfaction with U.S. Federal government services continues to improve, advancing 2.9 percent to a score of 68.2, and led by a sharp increase in satisfaction with Federal websites, according to the American Customer Satisfaction Index (ACSI) Federal Government Report 2023 released today. […]

The head of the Department of Homeland Security’s (DHS) new customer experience (CX) office offered insights on Tuesday into the agency’s upcoming CX goals as DHS looks to improve experience across an estimated one billion “touch points” with the public every year.  […]

The U.S. Office of Personnel Management (OPM) released its governmentwide results of the 2023 OPM Federal Employee Viewpoint Survey (FEVS) today, showing an increase in Federal employees’ overall engagement. […]