How Federal Employee Experience Impacts Customer Experience
You can’t have good customer experience (CX) without good employee experience (EX). The VA is applying lessons from its successful CX efforts to improving EX.
Posts By Jennifer Folsom
CHIPS & Science Act: What Does It Mean for You?
A new law dedicates $280 billion dollars over ten years to moving large-scale manufacturing — for semiconductors and other items — to the U.S. and fast-tracking investment of R&D for cutting-edge technologies.
Mission Meets IT: Exploring FDA’s New Era of Holistic Transformation
The FDA’s new Office of Digital Transformation (ODT) is on a mission to better integrate FDA systems, increase collaboration, improve efficiencies and, overall, serve Americans even better. Here is how the FDA’s Chief Information Officer explains the agency’s groundbreaking initiatives.
Pivoting to an Outcomes-Driven Approach: Death to the FTE
The FTE may no longer be the best way to get the project team you need. Consider structuring your staffing around partial FTEs to get the right expertise.
Be a Better Partner, Large Businesses
The federal government has long encouraged use of small businesses and is making a greater effort to incorporate racial equity in that endeavor. But there can be challenges when small businesses team up with large firms to deliver on a contract. Here are tips to make the partnerships work better.
What the 988 Suicide and Crisis Lifeline can learn from Federal CX
While it feels uncomfortable to use the term “customer” for those seeking mental and emotional health care, the public sector customer experience lessons remain valid, and should be implemented in suicide prevention program design.
To Better Serve Citizens During Life Events, The Public Sector Must Improve Cross-Agency CX: Part 2
Here’s how to improve customer experiences through more thoughtful use of technology and cross collaboration.
To Better Serve Citizens During Life Events, the Public Sector Must Improve Cross-Agency CX: Part 1
Why is federal customer experience so hard?