How VA Improved the Veteran Experience in the Last 10 Years
This new resource highlights in detail ten key lessons that continue to drive the continued evolution of integration, measurement and improvement of CX measures at VA and across government.
How to Reduce the Administrative Burden and Improve CX
Paper forms don’t just cost people time and money: They may cause people to miss out on vital benefits or key insights. By digitizing manual, paper-based processes, agencies can not only ease the administrative burden on staff and their community; they can also ensure that data resulting from those forms is easier to find toRead… Read more »
How to Build Better Community Engagement Through Modernization
As agencies rethink their approach to modernization, it makes sense to envision the end result as a robust digital ecosystem that serves the community as it expects to be served. That means taking a holistic approach to modernization — one that focuses on investment optimization, improved user experience and strong security. This playbook details keyRead… Read more »
Delivering Better Experiences for Constituents and Employees
The Executive Order on Transforming Federal Customer Experience calls on agencies to improve efficiency and empower the federal workforce to solve service problems. In this report, we’ll look at how government can create more effective constituent interactions by turning to human-centered design, which puts the end user’s needs front and center. You’ll learn: How toRead… Read more »