Customer Experience Executive Order Archives

(U.S. Customs and Border Protection / Flickr)

DHS stands up permanent customer experience office

The new office will be led by Dana Chisnell, who's been serving as executive director of customer experience at the department for the past year.

Sep 14, 2023 By Billy Mitchell

Travelers pass through a TSA security checkpoint during a winter storm at Denver International Airport on February 22, 2023 in Denver, Colorado. More than 1000 flights have been canceled across the U.S. as the storm impacts travel around the country. (Photo by Michael Ciaglo/Getty Images)

White House requests more than $500M to support CX offices and initiatives in 2024 budget

The White House wants to stand up or expand CX offices at DHS, Interior, Treasury, the VA, Social Security Administration, FEMA and the Census Bureau, among others.

Mar 9, 2023 By Billy Mitchell

Internal Revenue Service (IRS) building — (Chip Somodevilla / Getty Images)

IRS customer experience exec says callback trial saved taxpayers 1.7M hours of hold time

IRS' Ken Corbin says the technology successfully cut call center wait times for 5.7 million taxpayers.

Nov 16, 2022 By John Hewitt Jones

RANCHO PALOS VERDES, CA – FEBRUARY 07: Public Interest Technology Fellow, New America Denice W. Ross speaks onstage during The 2017 MAKERS Conference. (Photo by Emma McIntyre/Getty Images for AOL)

U.S. chief data scientist explains government’s push for greater use of disaggregated data

Denice Ross spells out her priorities over the last 10 months leading the government's data strategy.

Sep 9, 2022 By Dave Nyczepir

Seeing the citizen as a customer: Implementing a customer-first mindset in government

As agencies work to implement mandates in the CX executive order to view citizens more as customers, they must make a more meaningful investment in culture change.

Jun 30, 2022 By Riya Patel Billy Biggs

White House, Office of Management and Budget, West Wing, Press Briefing — (Getty Images)

Biden calls for 11% boost in federal IT budget, $10.9B for cyber

The Biden administration requests $65.8 billion for civilian IT spending, a significant increase over the estimated $58.4 billion spent in the current fiscal year.

Mar 28, 2022 By Billy Mitchell

The General Services Administration (GSA) Headquarters building. (SAUL LOEB/AFP via Getty Images)

GSA eyes wider service impact in response to CX executive order

The more agencies and people that GSA services, programs or projects touch, the better, two of the agency's top tech officials tell FedScoop.

Feb 3, 2022 By Billy Mitchell

Robin Carnahan testifies via video-teleconference, during a Senate Homeland Security and Governmental Affairs Committee on June 10, 2021 in Washington, DC. (Photo by Kevin Dietsch/Getty Images)

Robin Carnahan on GSA’s role making ‘the damn websites work’

In an interview, Carnahan discusses the government's needs to serve Americans as they've come to expect in their daily lives, the need for greater tech talent in…

Jan 24, 2022 By FedScoop Staff