11/13/23: Transforming Citizen Experience in Government: A Fed Gov Today Original Podcast

This Special Fed Gov Today podcast is sponsored by Verizon.

The Labor Department’s customer experience efforts include its response to a major piece of legislation. The American Rescue Plan Act features several services the Labor Department provides. Lesley Sheffield, Senior IT Project Manager for ARPA Unemployment Insurance Modernization at Labor, details the path that Labor has taken to modernize the UI process, and the road ahead.

The Internal Revenue Service has added more than 5,000 customer service representatives since the Inflation Reduction Act passed. Agencies like the IRS say they are looking at tools to make their CX efforts more efficient, in addition to more people power. Stephen Sopko, Managing Client Partner at Verizon, covers some of those tools, and how to apply them effectively.

The Department of Homeland Security’s formal customer experience operation is still relatively new. The agency’s CIO, Eric Hysen, stood up the office officially in September. At ELC 2023, Dana Chisnell, Executive Director of Customer Experience at DHS, tells me leaders at her agency have made big commitments to CX.