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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/12/journey-mapping-the-customer-experience-a-usa-gov-case-study/"
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        "title" :"Government Services Through a Life Events Approach","summary" : "The federal government is increasingly focused on designing and delivering citizen-centered services with enhanced experiences that deliver value to customers. These ideals are established in the Presidential Management Agenda Customer Service Cross-Agency Priority Goal, the Digital Government Strategy, and various open government activities. Designing services to be responsive to be life events that drive public","date" : "2015-05-15T13:30:54-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"mary-ann-monroe" : "Mary Ann Monroe"},"topics" : {
          
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        "title" :"Three Concepts for Excellence in Contact Centers","summary" : "Using contact centers to deliver digital services is an emerging area in government. Due to the growth of online services, centers receive more attention and represent an important touch point for customers. When you need to speak directly with someone to get help or resolve an issue, it must be a good experience. This reflects on","date" : "2014-01-10T06:08:16-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"mary-ann-monroe" : "Mary Ann Monroe"},"topics" : {
          
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/10/three-concepts-for-excellence-in-contact-centers/"
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