The Future Is Customer-Centered

There was a time when government paid little attention to how consumers interacted with it, and the Department of Veterans Affairs was no different. But today, the VA is at the forefront of changing that. The VA’s deputy chief veterans experience officer explains both her vision and the obstacles ahead.

How to Set up a User Research Participant Incentive Program Within a Government Agency

Government agencies need to uncover their constituents’ real needs in order to establish customer-centered services and comply with mandates. User research programs help agencies do that, but they can be complicated. We identified key issues and steps to consider.

Federal Employees Will Meet the Challenges of 2023 and Beyond by Augmenting Classic Human Skills Through Artificial Intelligence

Agencies and employees need to sharpen five skills to succeed in 2023 and beyond, including developing stronger written and oral communication abilities and better problem-solving talents. And artificial intelligence will play an increasingly significant role.