/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/jacqueline-snee/ Recent content on Digital.gov Hugo en-us /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/07/cx-data-in-action-series-case-study-1/ Mon, 07 Dec 2015 11:10:18 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/07/cx-data-in-action-series-case-study-1/ It’s not new that agencies are inundated with data, but what data should you collect to improve your agency’s programs and enhance the customer experience? The Department of Labor’s Employee Benefit Security Administration’s (EBSA) has been perfecting their process to collect actionable data for the past 14 years. /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/17/using-customer-feedback-to-improve-healthcare-gov/ Thu, 17 Sep 2015 11:10:00 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/17/using-customer-feedback-to-improve-healthcare-gov/ We recently polled the Customer Experience Community of Practice (CX-COP) to discover what kinds of training people needed most to improve customer experience at their agency. /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/31/new-kid-in-town-the-customer-experience-community/ Fri, 31 Jul 2015 10:00:20 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/31/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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/22/how-the-nationals-customer-experience-principles-can-be-a-home-run-for-agencies/ Wed, 22 Jul 2015 10:00:32 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/22/how-the-nationals-customer-experience-principles-can-be-a-home-run-for-agencies/ In June, the new Customer Experience Community of Practice (CX-COP) hosted Jonathan Stahl, Executive Director of Ballpark Operations and Guest Experience of the Washington Nationals, to share best practices on how to deliver a great customer experience. /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/10/10/what-do-dear-abby-and-the-federal-government-have-in-common/ Fri, 10 Oct 2014 10:00:48 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/10/10/what-do-dear-abby-and-the-federal-government-have-in-common/ Lots of people ask us questions. So it only makes sense for us to partner up to answer some of those questions. Since the 1970’s, USA.gov has partnered with Dear Abby to help get free printed government publications on a variety of topics (health, disaster preparedness, caring for aging loved ones, /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/06/what-is-a-customer-centric-culture-part-2/ Wed, 06 Aug 2014 13:00:02 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/06/what-is-a-customer-centric-culture-part-2/ Since April of 2011 when President Obama signed Executive Order 13571 mandating agencies improve the quality of service they give to the public, agencies have been working through strategies to best fulfill this task. We at GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) were no exception. Back in September of 2013, we wrote