customer experience (CX)

Federal CIO says Digital Services Playbook and user research key to CX push


Clare Martorana explains how OMB, GSA and USDS have worked to improve the provision of digital services centered on five core life experiences.

GSA administrator: Biden remains ‘fixated’ on improving customer experience


Robin Carnahan says her agency is focused on continuing momentum from recent federal IT successes including the launch of and

ITIF calls for watchdog to assess critical agencies’ progress on digital experience


An analysis by the nonprofit found that just one-third of HISPs had websites compliant with government’s resource for accessible, mobile-friendly websites.

TMF invests more than $20.8M in 3 agencies’ cyber and CX projects


OPM, HUD and the Army are the latest recipients of funding that will modernize IT systems and move them toward zero-trust security architectures.

Spotlight on Samuel J. Heyman Service to America award winners


Dept. of Labor’s Krista Kinnard; VA’s Barbara Morton.

Sammies award-winner Barbara Morton on the importance of measuring customer experience


“[I]f the experiences are bad, there's something else at work here that we need to sort of be able to uncover and address before a crisis happens and that’s what we’ve done."