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Beth Cobert: Gov’t Modernization Focused on Agile Customer Service

Beth Cobert
Beth Cobert

Beth Cobert, deputy director for management at the Office of Management and Budget, has highlighted technology and customer service as among the main items in the government’s larger modernization effort, GovExec reported Thursday.

“Smarter information technology, efficient customer service, the U.S. Digital Service, and new talent and approaches are combining to deliver in a modern way that is agile,” she told an audience at the Excellence in Government conference Thursday.

Charles Clark writes Cobert said developments include the practice of performance management through the use of benchmarked performance data and the work of the Senior Executive Service in monitoring priority goals at agencies and driving employee engagement.

Cobert also said the government is looking into onboarding and streamlined hiring to attract talent into the public sector, the report said.

Andy Medici also reported Sunday on Federal Times that Cobert has highlighted citizen services as another indicator of progress.

“I’ve seen how efforts to streamline and redesign processes and put new technologies to work can have genuine impact on improved service delivery and customer service — and the bottom line,” Cobert said, according to the report.

Medici writes that the government’s efforts toward improved customer service through modernization stems from developments in the digital world.

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