Tag Archives: customer experience

Federal CIO Clare Martorana: Government Should Serve as Blueprint for Diverse, Equitable Service

Clare Martorana

Clare Martorana, federal chief information officer, said the government must serve as the blueprint for a diverse, equitable and accessible service that treats employees with dignity and respect, NextGov reported Wednesday. Speaking during an event of the American Council for Technology & Industry Advisory Council, the federal CIO said it is the job of the information technology team to ensure a seamless and secure customer experience for the citizens. 

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Treasury Unveils Digital End-to-End Efficiency Playbook; Craig Fischer Quoted

Craig Fischer

The Department of the Treasury’s bureau of the fiscal service has released a playbook that seeks to help federal agencies accelerate digitization by advancing automation and innovation to reduce manual processes, improve customer experience and achieve cost savings. The Digital End-to-End Efficiency (DEEE) Playbook from the bureau’s office of financial innovation and transformation intends to enable digital transformation through the implementation of a step-by-step framework.

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OMB Reinstates Framework for Performance Monitoring, Customer Experience; Pam Coleman Quoted

Executive Order

The Office of Management and Budget (OMB) has issued a guidance that will re-establish performance management and customer experience metrics that were eliminated by the prior administration. Pam Coleman, associate director of performance and personnel management at OMB, wrote in blog post published Wednesday that the guidance will restore a performance framework for delivering government services in line with key priorities.

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USDA Streamlines Contact Center Functions Under GSA CoE Program; Simchah Suveyke-Bogin Quoted

Customer Experience

The Department of Agriculture has launched a customer service program to centralize contact center operations as part of the General Services Administration’s Centers of Excellence (GSA CoE) initiative. The self-service AskUSDA Contact Center covers inquiries made through email, phone, chat or the web to free up personnel time for addressing customer concerns.

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Avaya Advances AI Capabilities to Improve Customer Experience; Eric Rossman Quoted

Avaya

Avaya has made its OneCloud CCaaS and OneCloud CPaaS portfolios available with Avaya AI Virtual Agent Enhanced. “Avaya and Google Cloud are delivering AI innovation that is making organizations more agile, more responsive and more capable of meeting the needs of today’s ‘everything customer’,” said Eric Rossman, Avaya VP of Technology Partners and Alliances. 

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Deloitte Launches Salesforce-Powered Digital Contact Center

Deloitte Digital

Deloitte Digital, in partnership with Salesforce, has introduced a new offering that will combine its experience in large scale contact center transformations and human-centered design to enhance customer experience for contact centers. "Deloitte Digital is focused on elevating the human experience for customers, members, citizens and agents – and with Salesforce, we can enhance the way service is performed at every touchpoint," said Dave Couture of Deloitte.

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Avaya Partners with Verizon to Support SSA Digital Transformation Initiative; Jerry Dotson, Jennifer Chronis Quoted

Jennifer Chronis

The U.S. Social Security Administration (SSA) has selected Avaya’s OneCloud portfolio of communications and collaboration solutions to support the agency’s digital transformation initiative. SSA will modernize the agency’s ability to rapidly respond to changing user needs at manageable cost. Verizon is the systems integrator working with SSA. Verizon has partnered with Avaya to provide the core communications infrastructure.

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Updated OMB Guidance Includes Expanded Definitions of Customers, Service Delivery; Stephanie Thum Quoted

Office of Management

The Office of Management and Budget (OMB) has made major changes to a section of its Circular A-11 guidance that deals with enhancing customer experience and service delivery. Under the updated Section 280 guidance, OMB broadened the definitions of a federal government customer. 

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AWS Launches Contact Lens to Expand Contact Centers Operability; Larry Augustin Quoted

Amazon Web Services

Amazon Web Services (AWS) has announced the general availability of Contact Lens, a set of capabilities for Amazon Connect enabled by machine learning, that will enable contact centers to understand the sentiment, trends and compliance of customer conversations to improve their experience and identify crucial feedback, the company reported on Thursday

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