Managing Digital

Bringing it all together: Governance, Strategy & Policy, Contact Centers

HUD’s Switchboard Puts Customer Experience and Customer Service Together

HUD’s Switchboard Puts Customer Experience and Customer Service Together

Customer experience is about making sure needs are met. It’s certainly not a new concept for business; every bookstore has a customer service section. Government agencies are slightly different though. Often people are driven to public services by need or regulation, not choice. Government traditionally didn’t need to court positive attention. The increasing prominence of […]

Read More →HUD’s Switchboard Puts Customer Experience and Customer Service Together

Read More →HUD’s Switchboard Puts Customer Experience and Customer Service Together

National Customer Service Week: Coming Soon!

National Customer Service Week: Coming Soon!

Help us celebrate the Everyday Heroes in our agencies during Customer Service Week, October 5-9, 2015. In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week. The Principles and Practices Subgroup of the Customer Service Cross Agency Priority (CAP) Goal has started work on […]

Read More →National Customer Service Week: Coming Soon!

Read More →National Customer Service Week: Coming Soon!

Agile Strategy Implementation

Agile Strategy Implementation

The Challenge Much like GSA experienced three years ago, the Management Information Systems Office (MISO) organization at the Centers for Disease Control and Prevention (CDC) had a vision, a crazy deadline, and the need to change and change fast. MISO is responsible for developing, maintaining, and managing a variety of enterprise business systems across the CDC. […]

Read More →Agile Strategy Implementation

Read More →Agile Strategy Implementation

Federal Student Aid Customer Experience Journey: A Recap

Federal Student Aid Customer Experience Journey: A Recap

Customer Experience (CX) deserves a voice at an agency’s senior levels. Putting CX at the forefront of policy-making decisions will have the most positive impact for customers. Elevating CX is how the Department of Education’s Federal Student Aid (FSA) champions the 22 million applicants seeking $150 billion in education loans each year. Brenda Wensil, Chief […]

Read More →Federal Student Aid Customer Experience Journey: A Recap

Read More →Federal Student Aid Customer Experience Journey: A Recap

New Kid in Town: The Customer Experience Community

New Kid in Town: The Customer Experience Community

Cross-Agency Priority (CAP) Goals prioritize activities that all agencies must tackle each year. An important CAP Goal for 2015 addresses customer service and compels federal agencies to improve the quality of service the public receives from the federal government. To build on the momentum of this goal, the government Customer Experience Community of Practice (CX-COP) […]

Read More →New Kid in Town: The Customer Experience Community

Read More →New Kid in Town: The Customer Experience Community

CIO Council Releases IT Policy Library

CIO Council Releases IT Policy Library

The CIO Council recently published an IT Policy Library database in order to provide agency innovators with a searchable, comprehensive collection of IT reporting and action requirements for federal agencies. Craig Jennings, Senior Advisor at the Federal CIO Council, was instrumental in the implementation of the resource library. Craig believed that all of the policies […]

Read More →CIO Council Releases IT Policy Library

Read More →CIO Council Releases IT Policy Library

DigitalGov Summit Recap: How “We, the Techies” Can Effect Change

DigitalGov Summit Recap: How “We, the Techies” Can Effect Change

Who do you need to bring to the table to make a better world? In May, Megan Smith, Chief Technology Officer of the United States, delivered the keynote address at the 2015 DigitalGov Citizen Services Summit. She encouraged attendees to find ways of unlocking potential through collaborations from both within and outside of government. “We […]

Read More →DigitalGov Summit Recap: How “We, the Techies” Can Effect Change

Read More →DigitalGov Summit Recap: How “We, the Techies” Can Effect Change

DigitalGov Podcast: Leaders Come and Go, But Your Customers Will Remain

DigitalGov Podcast: Leaders Come and Go, But Your Customers Will Remain

To provide great customer service, bring your agency’s customers to the table. This is one of many insights recently offered by Stephanie Thum, Vice President of Customer Experience at the Export-Import Bank of the United States. Thum has previously written about customer experience for DigitalGov, including Three Ways to Evolve Your Agency’s Customer Mindset and […]

Read More →DigitalGov Podcast: Leaders Come and Go, But Your Customers Will Remain

Read More →DigitalGov Podcast: Leaders Come and Go, But Your Customers Will Remain

HTTPS For All

HTTPS For All

With the release of a new dashboard to measure best Web practices in the federal government and the establishment of a government-wide HTTPS Only Standard, the time to make the switch to HTTPS has arrived. Agencies have until December 31, 2016, to make the switch. The move to HTTPS is not only happening in government; […]

Read More →HTTPS For All

Read More →HTTPS For All

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