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customer experience

Tech Matters with Martha Dorris

Predictions for government customer experience efforts in the New Year

Martha Dorris, former head of the Office of Strategic Programs at the General Services Administration, details what the new year could bring for the federal government’s customer experience projects.

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Government Matters Agencies Transition to "human-centered design" focus

GSA using data to drive customer experience improvements

General Services Administration chief customer officer Anahita Reilly, and deputy chief customer officer Matt Ford detail how GSA is using data to improve services, and why it’s important to avoid […]

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Tech Matters with Martha Dorris

OMB releases new customer experience guidance to agencies

Martha Dorris, founder of Dorris Consulting International, breaks down new customer experience guidance from the Office of Management and Budget.

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Government Matters with RJ Krawiec

Flipping the script on government customer experience

RJ Krawiec, strategy principal at Deloitte, discusses how changing terminology over citizen service could help agencies fulfill some President’s Management Agenda goals.

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Government Matters with Angela Fultz Nordstrom

Steps to improve government customer experience

Some of the biggest priorities in government management right now are in the realm of customer experience. As agencies move from the old phone banks and mailrooms to digital solutions, […]

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Government Matters Panel with Dorris

GSA to lead Center of Excellence for customer experience

Dorris Consulting International founder Martha Dorris discusses what the Center of Excellence for customer experience inside the General Services Administration could look like.

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Government Matters: Inside Redstone Part 2

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