Library
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Customer Experience (CX) Summer of CX Webinar Series: Improving CX for Benefit Access
This webinar session discusses how to address customer experience challenges presented by digital identity in public benefit programs.
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Customer Experience (CX) Summer of CX Webinar Series: CX Metrics for Decision Making
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
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Human-Centered Design Summer of CX Webinar Series: Principles to Improve CX
This webinar discusses the White House Executive Order and federal agency guidance for improving customer experience in public benefit programs.
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Human-Centered Design Tackling the Time Tax: How the Federal Government Is Reducing Burdens to Accessing Critical Benefits and Services: 2024 Edition
OIRA publishes an annual progress report on the burden reduction initiative, summarizing initiatives across all of government, and providing in-depth case studies of various burden reduction efforts, including their impact on individuals, families, and small businesses.
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Human-Centered Design Federal Customer Experience: OMB Has Taken Actions to Implement Cross-Agency Priority Goals
The 2021 President’s Management Agenda identified federal customer experience as a priority area for improvement. GAO was asked to review OMB and selected federal agencies’ efforts to improve federal customer experience.
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Human-Centered Design Improving Access to Public Benefits and Customer Experience: Key Actions and Best Practices
Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.
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Talent + Hiring Customer Experience Lead (CX)
This is a job description for the role of Customer Experience Lead (CX) from the Health Resources and Services Administration (HRSAgov), HHS.
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Human-Centered Design Improving Unemployment Insurance Applications with CX Principles
This resource contains principles and examples of high-impact improvements to consider making in different parts of the online application. CX principles for online applications describes broadly applicable best practices that when implemented across the various sections of an online application can increase claimant self-service and reduce the need for interventions from state agency staff. The employer and occupation sections highlight promising improvements within these sections to collect employment history, reason for filing for unemployment (separation information), and a claimant’s occupation. Gathering the information for these sections is particularly complex for claimants and state agencies alike.
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Policy Tackling the Time Tax: How the Federal Government Is Reducing Burdens to Accessing Critical Benefits and Services
This report summarizes progress made with agencies and members of the public to identify and reduce burdens that individuals, families, and small businesses face every day when interacting with government programs.
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Human-Centered Design Customer Experience Principles for Unemployment Insurance
The blog post sets up a foundational perspective on CX principles for the state UI agencies.
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Human-Centered Design Evaluating CX with Survey Design
In the Fall of 2022, the USDOL Office of Unemployment Insurance Modernization (OUIM) consulted with the Illinois Department of Employment Security (IDES) to provide hands-on support with IT modernization and customer experience strategy. Primary discussions focused on making informed product, service, and business decisions based on qualitative and quantitative data— how might IDES leverage existing data streams to identify the most pressing technology issues in their unemployment insurance system, and how might IDES act upon this information in a timely and impactful manner?
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Human-Centered Design Biden-Harris PMA Webinar: Streamlining Service Delivery for Five Life Experiences
The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.