The General Services Administration has asked industry to provide information on capabilities that could help facilitate the delivery of human-centered design support and customer experience services to the federal government.Read More »
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.Read More »
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.Read More »
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.Read More »
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."Read More »
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.Read More »
USAGov, the U.S. federal government's official web service, launched an artificial chatbot to address scam cases online. The Sam chatbot is built on data regarding individuals who encountered scams.Read More »
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.