Welcome to the second installment of this series on Congressional action that could impact federal customer experience (CX). As I said in my first post, the purpose of this series is to help federal CX advocates track bills that could impact federal CX. That way, we can suggest improvements, help good ideas become law, andRead… Read more »
Have you read the results of the Government Business Council’s new “Digital Disconnect” survey? The results are fascinating, and I could go on for quite some time about them (just ask my dogs, who have been listening to me rant about the survey all morning). However, at the moment I will focus on the resultRead… Read more »
It’s finally here. That time of year when seemingly half of the federal workforce flees the city for a well-deserved vacation. It’s a magical time for those of us who stay behind: Less traffic shortens our commutes, the Starbuck’s and food truck lines are shorter, and fewer people at meetings means more decisions get made.Read… Read more »
The Social Security Administration’s (SSA) Supplemental Security Income (SSI) program had a problem: it was paying out way too much in unearned benefits to program participants. This was happening because participants weren’t reporting their income often enough. As participants’ incomes went up, their SSI eligibility went down – but they continued receiving SSI benefits basedRead… Read more »
Federal customer experience (CX) professionals are trying to wage a conventional war against bad CX. But they usually don’t have the budget, personnel, or authorities they need to win big, decisive battles. That’s why federal CX pros should consider changing their approach and use some proven CX guerrilla tactics instead. To make the most ofRead… Read more »
It’s been a rough nine months for federal cybersecurity. The huge Office of Personnel Management (OPM) hack is just the latest in a series of incidents that make people skeptical of Washington’s ability to protect their personal information. Since last fall, we’ve witnessed hacks of the: OPM. Last week’s cybersecurity failure at OPM wasn’t its firstRead… Read more »
A few weeks ago, I advised federal agencies to build better digital customer experiences. I enjoyed the wave of hate mail that post generated, so I’d like to return to the topic of digital customer experience (CX) again this week. Even the US Digital Service (USDS) thinks federal agencies need better digital CX. Last year,Read… Read more »
By now we all know that federal customer experience (CX) is disastrously weak, and that improving it will boost both agency operations and the health of the political system. We’ve also seen some pockets of hope popping up, as I predicted a few months ago. For instance: The Department of Education’s new portal is complete,Read… Read more »
I spend a lot of time talking about the poor quality of federal customer experience (CX) and the effects it has on the public. I’ve already talked about how federal agencies averaged the lowest score in Forrester’s CX Index. In fact, most of the worst performers in any industry were federal agencies and even theRead… Read more »
Think about the last time you went through airport security. Or applied for federal benefits. Or paid your taxes. How did those experiences make you feel? What specific emotions did they invoke in you? Did you feel comforted, hopeful, and valued – or insulted, frustrated, and nervous? Questions like these are the most important thingsRead… Read more »