The COVID-19 pandemic has made all levels of government radically change how they operate. From shifting their workforce to telework to delivering government services digitally, Federal, state, and local governments have had to pivot the way they work, while still delivering on their mission. […]
The General Services Administration (GSA) and the Department of Housing and Urban Development (HUD) awarded two contracts on June 15 to move forward with implementation of their cloud adoption and customer experience Centers of Excellence (CoE). […]
The Social Security Administration (SSA) is planning to improve customer service delivery and experience through a range of customer service activities including surveys, user testing, interviews, and focus groups. […]
The General Services Administration (GSA) issued a human-centered design Evaluation and Buying Guide today to help Federal agencies seek out tech that improves the customer experience. […]
The Government Accountability Office found in a Feb. 6 report that the Federal Emergency Management Agency (FEMA) and the Federal Communications Commission (FCC) need to work together to modernize the United States’ emergency alert capabilities. […]
The Department of Veterans Affairs (VA) is often spotlighted for its veteran-facing modernization efforts aimed at better service delivery, but as Undersecretary for Veterans Benefits Paul Lawrence explained, the agency is also making numerous internal changes to speed its transformation. […]
Treasury Department contact centers are spending 80,000 hours each year on calls that should not have required human interaction, according to Management and Program Analyst Jennifer Hill, but now the agency is using employee and citizen feedback to find emerging tech that can fix that. […]
Industry leaders shared their predictions for 2020 and beyond with MeriTalk, indicating the path to progress will often track uphill, and around plenty of curves. […]
The Healthcare and Public Health Sector Coordinating Council (HSCC) released on Oct. 15 a toolkit aimed at helping small to mid-sized healthcare institutions shore up the security of the products and services they procure through an enterprise supply chain cybersecurity risk management program. […]
The first High Impact Service Provider (HISP) Action Plans on customer experience (CX) have been released by Performance.gov to highlight public-facing services in accordance with 2018 Office of Management and Budget (OMB) Circular A-11 Section 280 guidance and the President’s Management Agenda. […]
The General Services Administration (GSA) released a version of its customer experience survey for high-impact Federal programs to use, as mandated by Office of Management and Budget (OMB) Circular A-11, on the Federal Register today. […]
A new report from the Pew Research Center found that 56 percent of Americans “trust law enforcement agencies to use [facial recognition] technologies responsibly.” In addition to trusting law enforcement with facial recognition, 59 percent of the 4,272 U.S. adults surveyed said that they believe it is “acceptable for law enforcement to use facial recognition tools to assess security threats in public spaces.” […]
The Senate on July 25 approved the Federal Agency Customer Experience Act (S. 1275), which would charge Federal agencies with gathering customer feedback about agency services, and to make some of that feedback data public. […]
The Department of Homeland Security’s Cybersecurity and Infrastructure Security Agency (CISA),the Multi-State Information Sharing and Analysis Center (MS-ISAC), the National Governors Association (NGA), and the National Association of State Chief Information Officers (NASCIO) released new recommendations to help state, local, and tribal governments safeguard against ransomware, and urged governments to take “immediate action” to prevent attacks. […]
FITARA, FedRAMP, and 21st Century IDEA are all shaping Federal IT modernization efforts, explained Rich Beutel and Mike Hettinger at ServiceNow’s Knowledge 2019 Conference. […]
The National Institute of Standards and Technology (NIST) implemented a new digital human resources (HR) platform. The system automates workflow for recruiting, keeping HR team members focused on high-value activities. […]
The Health and Human Services Office of the Inspector General (HHS OIG) is executing a broad modernization strategy, migrating to the cloud and deploying shared services. […]
The U.S. Navy is deploying new, automated solutions to facilitate better customer experiences for their teams who use bandwidth-intensive applications on closed government networks. […]
The National Geospatial-Intelligence Agency (NGA) is streamlining its system of record and improving the customer experience for employees. […]
The transition from military duty to civilian life can be difficult even in the best of circumstances. The ServiceNow Veterans Program aims to ease that passage and put veterans and their spouses in the driver’s seat of careers in the IT sector. […]
The Department of Veterans Affairs (VA) is on track to achieve its agency goal under the President’s Management Agenda (PMA) of improving veteran customer experience (CX), according to a June update released by the VA. […]
Based on the most recent Cross-Agency Priority (CAP) Goals update released June 20, the Federal government is nearing completion of its Improving Customer Experience (CX) With Federal Services CAP Goal. […]
Veterans submitted 3,000 benefits compensation claims using the Department of Veterans Affairs’ (VA’s) new Disability Compensation Claim Tool in the first month of the tool’s launch and have reported positive experiences using it, the VA announced in a June 13 news release. […]
Despite organizations’ efforts to improve customer experience (CX), the 2019 Forrester CX Index indicates little to no rise in CX scores from last year across a range of industries, and that technology is the key forward in improving CX. […]
The National Cancer Institute (NCI) is creating new digital workflows to streamline processes and automate administrative functions. The goal is to create efficient, modern services that enable NCI staff to stay focused on supporting cancer research and advancing scientific knowledge to help people live longer, healthier lives. […]
While some of the most impressive tech in the world flies high above our heads, the Space Telescope Science Institute (STScl), operated by NASA for the Association of Universities for Research in Astronomy, is working to bring the tech on the ground into the 21st century as well, explained Susan Reed, IT Manager at STScI, during ServiceNow’s Knowledge 2019 conference on May 7. […]
The United States Agency for International Development (USAID) is deploying enterprise-wide self-service HR, helping to keep USAID’s 11,000 employees focused on delivering humanitarian aid on a global scale. […]
Federal IT leaders discussed the opportunity to share applications across government to reduce duplicative efforts and costs, and improve employee and customer experiences at ServiceNow’s Knowledge 2019 Conference. […]
The National Institute of Standards and Technology (NIST), which undertakes a big chunk of the Federal civilian government’s pure science and research and promotes standards to drive U.S. innovation, has created a unified employee dashboard that gives their data-driven users the ability to see and obtain exactly what they need while driving a unified view for the NIST leadership team. […]
In an effort to improve customer experience (CX) in government, the General Services Administration (GSA) will hold a nationwide, day-long hackathon to gather industry insight about GSA applications. […]