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Opinion
Human-centered design is key to a better federal customer experience
To enhance the actual experience of constituents and effect meaningful change, it’s essential to understand the federal customer’s journey and pain points.
By Rita Breen
How a human-centric mindset helps agencies deliver essential services
The federal government is struggling to improve key customer experience measures including satisfaction and trust.
By Frank Antezana
Mandate to momentum: Catalyzing customer experience in government
Leaders must adopt the people-centered mindset that the discipline of customer experience requires, focusing not just on citizens and residents but also on the government employees who do the work of serving the public.
By Sydney Heimbrock, Qualtrics
Biden customer service order aims to streamline public service loan forgiveness
The Public Service Loan Forgiveness program, which forgives student loans after prolonged work in the public sector, could become easier to navigate.
By Jessie Bur
New personnel officials signal Biden approach to the federal workforce
The Office of Personnel Management announced the appointment of six officials that will lead aspects of the new administration's workforce efforts.
By Jessie Bur