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Tag Archives: customer experience

Anil Cheriyan: GSA Adds AI to Centers of Excellence Program’s List of Modernization Areas

Anil Cheriyan, deputy commissioner of the General Services Administration’s Federal Acquisition Service, said the agency’s Centers of Excellence program has made artificial intelligence its sixth modernization focus area, Federal Times reported Tuesday.

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Emily Murphy: IT Modernization, Customer Experience Among Key Capacities GSA Requires

Emily Murphy, head of the General Services Administration, told Federal News Network in an interview published Tuesday that she has been focusing on four key capacities GSA needs and those are information technology modernization, customer experience, change management and data and analytics. “If I can help implement those, it’s going to help GSA expand to meet the needs our customers come to us with in a way that I couldn’t even begin to imagine today,” she said.

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OMB Updates Federal Guidance on Budget Preparation, Execution

The Office of Management and Budget issued an updated document on Friday to guide federal agencies as they prepare their budget requests for fiscal year 2021 and report their information technology spending, Nextgov reported Monday. The update to Circular A-11 includes a new section on measures to manage customer experience and enhance service delivery.

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Customer Experience Drives Federal IT Modernization Efforts

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.

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Anil Cheriyan: GSA Eyes Robotic Process Automation, Identity Management Areas for CoE Program

Anil Cheriyan, director of the General Services Administration’s Technology Transformation Service, said GSA considers forming new core areas related to robotic process automation and identity management as part of the Centers of Excellence program to better facilitate operations, FCW reported Wednesday. "We're building new capabilities with robotics process automation."

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VA Incorporating Customer Experience Principles Into CFR’s Core Values Section

The Department of Veterans Affairs is set to add a set of customer experience principles to the core values and characteristics section of its Code of Federal Regulations, Nextgov reported Friday. “Maintaining a sustained organizational commitment to, and institutionalized focus on, the voice of the customer is a critical component of modernizing VA to meet the needs and expectations of veterans, their families, caregivers and survivors,” according to the final rule scheduled for publication on Federal Register Monday.

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Lisa Hershman: DoD Eyes Category Management, Logistics to Find Savings in FY 2019

Lisa Hershman, acting chief management officer of the Department of Defense, told Defense News in an interview published Friday that DoD is focusing on five key initiatives to find greater savings in fiscal year 2019. Those programs are category management; information technology and business systems; procurement of goods and services in a different manner; health care management; and logistics and supply chain acquisition.
 

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Federal CIO Says Agencies Doing Well in Seven Cybersecurity Performance Indicators

Federal Chief Information Officer Suzette Kent has said that federal agencies are performing well on seven cybersecurity key performance indicators outlined under the President’s Management Agenda, MeriTalk reported Wednesday. Kent, however, did not specify in which cybersecurity KPIs agencies were showing improvement. The PMA lists 10 indicators grouped under three categories.

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