White House Requests More Than $500 Million for CX Initiatives
By Alex Gaw March 17, 2023
The White House has submitted a budget proposal for fiscal year 2024 requesting more than $500 million in additional funding to hire personnel and support various CX programs across federal agencies. The proposal, which is in line with the...
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New Research from ACSI, Simplr, Cyara, Conversica, and Emarsys
- By Alex Gaw February 9, 2023
Recent CX surveys and research studies shed light on citizen satisfaction with government, consumer experience with chatbots, retail experience, and more.
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Building Trust with Citizens Through Better CX
By Keith Kirkpatrick February 3, 2023
Local governments should borrow best practices from commercial brands to increase the level of citizen trust and engagement.
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Research from Qualtrics Shows Government Agencies Struggle with CX, EX Issues
By Sherril Hanson December 20, 2022
Dr. Sydney Heimbrock, Chief Industry Advisor for Government, Qualtrics Qualtrics recently published the 2023 Government Experience Trends Report, which shows that government leaders are struggling to understand the gap between expectations and...
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Presidential Management Agenda Continues to Make Progress
- By Alex Gaw December 8, 2022
Continued progress is being made in the three priority areas making up the President’s Management Agenda (PMA) since they were first unveiled more than a year ago by the administration of President Joe Biden and Vice President Kamala Harris,...
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US Department of Labor Awards $1.2 Million Contract to Improve CX for Veterans
- By Alex Gaw October 21, 2022
The US Department of Labor (DoL), by way of its agency the Veterans’ Employment and Training Service (VETS), has awarded a $1.2 million technical service contract to Technical Assent LLC, a service-disabled veteran-owned small business....
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Department of Homeland Security Launches Hiring Initiative to Transform CX
- By Alex Gaw September 16, 2022
The U.S. Department of Homeland Security (DHS) has launched a new hiring initiative to transform its CX and improve service delivery. The largest CX hiring initiative of its kind by any federal agency, the new program aims to hire hundreds of...
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OMB and GSA Designate $100 Million to Improve CX for the Public Sector
- By Alex Gaw July 1, 2022
President Biden’s initiative to improve CX in the federal government will receive $100 million from the Technology Modernization Fund (TMF) to streamline and improve digital services to the public, the Office of Management and Budget (OMB) and...
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We Are Working – Really!
- By Keith Kirkpatrick May 17, 2022
New York City Mayor Eric Adams late last month roundly criticized members of the New York City Police Department who were spotted by civilians standing around and looking at their phones. The former NYC transit officer asked commuters to take...
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Abu Dhabi Launches ‘Program for Effortless Customer Experience’
- By Alex Gaw April 6, 2022
The Emirate of Abu Dhabi, the largest of seven emirates comprising the United Arab Emirates (UAE), has launched a government initiative aimed at producing a new CX model for transacting business with government authorities. The initiative,...
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Human-Centered Design and Personnel Are Key to CX Improvements
- By Alex Gaw March 21, 2022
In a forum on the future of government work, federal agency officials as well as executives from the private sector were unanimous in agreement that human-centered user design and human personnel were the key elements when using technology to...
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IRS Creates Taxpayer Experience Office to Improve Taxpayer CX
- By Alex Gaw March 16, 2022
Seeking to improve its service to taxpayers and the overall experience for customers, the Internal Revenue Service (IRS) has established the new Taxpayer Experience Office, identifying from the outset the scope of efforts and the key areas of...
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