Customer Experience Drives Federal IT Modernization Efforts

Jeff Brody

Federal agencies are modernizing their information technology systems driven by the need to improve customer experience, FCW reported Tuesday. "Customer experience matters a lot. It can drive operational efficiencies, savings, cost avoidance. It can make your employees happier,” Anahita Reilly, chief customer officer at the General Services Administration, said Tuesday at ACT-IAC's CX summit. 

Federal Deputy CIO Margie Graves said the Department of Agriculture's IT modernization efforts align with its goal of transforming the customer experience and cited the need to consider external and internal users when understanding user experience.

"There are multiple customers all along a business process. You have to go all the way to the endpoint — and that's generally the citizen," Graves said. "You have to understand the experience of every one of those and design and architect, so it is a fluid experience for all of them."

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