customer experience

Predictions for government customer experience efforts in the New Year

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...
Intelligent Automation: Transforming the Public Sector

Intelligent Automation: Transforming the Public Sector

Watch this show on-demand now. This program was recorded live at the Grand Hyatt in Washington, D.C. during Appian Federal...
GSA using data to drive customer experience improvements

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...
OMB releases new customer experience guidance to agencies

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.
Flipping the script on government customer experience

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...
Steps to improve government customer experience

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...
GSA to lead Center of Excellence for customer experience

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...
Practices for improving customer experience in government

Practices for improving customer experience in government

Mallory Barg Bulman, vice president of research and evaluation at the Partnership for Public Service, discusses the federal government’s struggles...