Federal customer experience improvements ‘are the love language of democracy,’ OMB official says
"I think things like websites written in plain languages and simpler forms are the love language of democracy," said Loren DeJonge Schulman.
Advertisement
customer experience (CX)
Why the federal government’s focus on CX has reached a fever pitch
In late 2021, the Biden administration issued landmark citizen- and customer-experience-focused policy items: the President’s Management Agenda and the Executive Order on Transforming Federal Customer Experience and…
Housing agency eyes trauma-informed customer experience improvements
The effort reflects the Biden administration's government-wide push to improve customer experience.
Justice Department exploring generative AI to overhaul IT service desk
In an interview, CIO Melinda Rogers paints a portrait of how generative AI tools could make the DOJ IT service desk program less cumbersome and frustrating.
Human-centered design at USDA; Consumer-grade experiences at IRS
USDA Chief CX Officer Simchah Suvekye-Bogin; IRS Human Capital Officer David Aten.
USDA’s Farm Service Agency has halved paperwork for farm loan applications, CX chief says
Simchah Suyeyke-Bogin says the agency has halved the 30-page application process in a bid to ensure more farmers have access to funding.
Advertisement
GSA administrator: Federal agencies have ‘money and momentum’ to improve service delivery
Robin Carnahan calls on federal agencies to make the most of the Biden administration’s customer experience focus.
U.S. public sentiment ranks public sector organizations low on customer experience measures
The survey findings showed sentiment among U.S. consumers below average for government services but highlights key takeaways from which agency leaders can learn.
White House requests more than $500M to support CX offices and initiatives in 2024 budget
The White House wants to stand up or expand CX offices at DHS, Interior, Treasury, the VA, Social Security Administration, FEMA and the Census Bureau, among others.
White House launches nine ‘life experience projects’ to improve citizens’ access to government services
The projects are part of a push by the Biden administration, launched with the CX Executive Order in late 2021, to improve access to government services and…