Product and project management

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.

In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week.

In January, 18F Consulting announced a new kind of process for vendors to compete for software acquisition contracts. The Agile Blanket Purchase Agreement (BPA) process would be open to existing vendors on Schedule 70, and require vendors to submit a working prototype based on a public dataset—and then show their work in a publicly available

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

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

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.

Customer Experience (CX) deserves a voice at an agency’s senior levels. Putting CX

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.

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

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.

Earlier this year, we published 15 Government Customer Service Trends for 2015. We’re halfway through the year now—how are these trends holding up? 1. Centralized Customer Offices A few agencies have created centralized customer offices, while others question the need for a single organization that focuses on the customer. As the public’s overall satisfaction with

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;

The second annual DigitalGov Citizen Services Summit was held at GSA headquarters in Washington, DC on May 21, 2015.

What is governance, and how can you make good governance usable in your agency? The federal government developed the Digital Government Strategy to deliver better Web services to the American people.

Silicon Valley analyst Mary Meeker’s annual 2015 Internet Trends report has been released and is an exhaustive analysis of the world’s digital evolution (often mobile-first driven) and how it is affecting business, culture, and information.

The U.S. federal government is launching a new project to monitor how it’s doing at best practices on the Web.

We recently sat down with Lisa Danzig, who’s leading work at the Office of Management and Budget (OMB) on the FY15 Cross Agency Priority (CAP) goal on Customer Service (CS). The CS CAP goal aims to help agencies deliver world-class customer service to citizens that’s on par with leading private

Design research isn’t rocket science. But for many of us in the federal government, it can seem daunting and unfamiliar. We’re here to to help demystify the process of design research for those of you ready to wade into the waters. We’ve both done our fair share of design researching at the Department of Veterans

Dennis Snow and Jeanne Bliss have always been the customer experience (CX) authorities in my mind. Dennis’s Lessons from the Mouse and Jeanne’s Chief Customer Officer were two of the first books I read that described what the practice of customer experience looked like in the halls of Fortune 500 companies like Lands End and Microsoft,

It’s been a while, but in previous posts, I described what we’ve learned from operating StudentAid.gov, the U.S. Department of Education’s Office of Federal Student Aid website created to educate students and borrowers about the federal student aid programs and process and help them make informed decisions about financing college and career school. We first