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.
The “Start Small” approach encourages agencies to begin with targeted, manageable improvements in their WIC application process before expanding changes more broadly, fostering easier implementation and measurable early successes.
This report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
Government leaders discuss how to ensure seamless access to public benefits through breaking down silos, user-friendly digital identities, and privacy-focused security measures.
The Digital Service Network (DSN) spoke with three staff members from the New York State Executive Chamber—Gabe Paley, Tonya Webster, and, Luke Charde to learn more about the state's efforts to improve residents’ experiences accessing government programs.
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.
Millions in government benefits go unclaimed annually due to complex applications and lack of awareness. Simplifying processes, targeted outreach, and streamlined support can increase accessibility and ensure eligible individuals receive assistance.
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.
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?
This article highlights how state unemployment insurance (UI) agencies are leveraging data to modernize systems and enhance access for unemployed workers.
