The CX Tipping Point®
The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.
The CX Tipping Point®
EP 13 - Reflections on GovCX in 2021
Welcome to the 13th episode of The CX Tipping Point Podcast!
In this episode, Martha Dorris and a panel of customer experience (CX) experts consisting of former government and industry officials, discussed the progress the federal government has made over the past year and a half in delivering services to the public and their employees. We are at a perfect storm for transforming government services - the drive for digital services to meet the expectations of the public, resources provided through The American Recovery Act to the Technology Modernization Fund (TMF), and the Presidential priorities, specifically COVID-19 and Advancing Diversity, Equity, Inclusion and Accessibility (DEIA).
With the Federal CIOs priorities including cybersecurity, modernizing information technology and delivering a good customer experience, there is also support from the Office of Management and Budget and the CIO community. The panel of CX experts discussed the importance of Section 280, of OMB Circular A-11, Managing Customer Experience and Improving Service Delivery, and how the nuances and relevance of recent updates have impacted CX across the federal government and the high impact service providers (HISPs).
Customers of government services include individuals, businesses, the public, other government agencies, employees or public servants, and citizens. The CX panel highlighted the importance of employee experience and engagement to an agency’s CX strategy. In this conversation, the panel leaned into the discussion about the challenges or barriers to adoption of CX practices and strategies and made recommendations for a path forward.
The panel includes:
- Lee Becker, Medallia
- Amanda Chavez, NuAxis Innovations
- Heather Decker, ASI Government
- MaryAnn Monroe, Maximus Federal
- Mary Schwarz, ICF
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