Modernization without compromise: Building trust into every federal service moment
Delivering fast, digital services is no longer enough. Agencies must also ensure accuracy, security and accessibility.
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customer service
DHS stands up permanent customer experience office
The new office will be led by Dana Chisnell, who's been serving as executive director of customer experience at the department for the past year.
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.
Sammies award-winner Barbara Morton on the importance of measuring customer experience
“[I]f the experiences are bad, there's something else at work here that we need to sort of be able to uncover and address before a crisis happens…
Verizon’s Nick Nilan on the government’s customer experience journey
Verizon's Nick Nilan speaks with FedScoop at FedTalks 2022.
TMF Board allocates funding for three new IT modernization projects
The latest funding round totals $26.8M and will support projects at the Department of Labor, AmeriCorps, and USAID.
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How automation benefits the citizen experience
Automation platforms are giving government agencies greater capacity to improve citizen services and help employees keep up with escalating workload demands.
SSA awards Verizon $44M unified communication platform contract
Verizon will converge three legacy systems to improve customer experience.
Federal customer satisfaction drops in 2018, likely to continue after shutdown
Even before the shutdown, satisfaction was dropping. That will likely continue as agencies to make up for lost time.
IT spend on customer relationship management surges in 2018
Investments are undergirded by a surge in IT spending, with 14 percent growth between 2016 and 2017.