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USPS teams with Google Cloud for call center relief

Google Cloud won a $50 million contract, via reseller Carahsoft, to support USPS's customer experience and mail delivery solutions with the commercial cloud. The world’s largest mail delivery operation, USPS has about 630,000 employees, but its call center can’t handle current call volume. Google Cloud’s Diologflow Enterprise Edition creates artificial intelligence virtual agents that can respond to customers more quickly than USPS employees. Dave Nyczepir has more on the contract.

A Message From AWS Educate

With over 1,500 institutions and hundreds of thousands of students who use AWS Educate, we wanted to take you on a trip around the world and highlight how students are learning and innovating with the cloud. Learn more.

For Veterans Experience Office, sharing CX best practices is a ‘privilege and a duty’

The Department of Veterans Affairs is looking to establish a Customer Experience Institute as a way to formalize and “sustain” CX collaboration across the federal government. Development of the institute is still in a very early phase — the exact curriculum or org structure is yet to be determined. But VA’s Veterans Experience Office lead Barbara Morton shared with FedScoop what the VA has learned about CX with other agencies across the government. Tajha Chappellet-Lanier takes you inside the new institute.

Three agencies pull ahead in latest FITARA scorecard

FITARA scores are trending upward. Three agencies got As in Congress' latest iteration of the biannual IT management scorecard, which was released Wednesday. Nine agencies in total scored better this time around. Fifteen of the 24 CFO Act agencies measured are still middling with a C grade for overall IT management. Tajha has the grades.

Gov Actually Episode 35: Wrapping up 2019 and the decade

Close out 2019 with Gov Actually as we recount the top highlights of the past year and the decade. Of course, the World Series champion Washington Nationals get a big shout out, and hopefully, we all learned a thing or two from the rollout of Healthcare.gov. Listen to the new episode.

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